Customer Support Agent

About the Role

We are looking for an experienced Customer Support Team Lead to manage and guide a customer service team supporting international clients in the logistics domain. The ideal candidate will have strong people management skills, excellent communication abilities, and experience handling customer escalations while ensuring high service quality.

Key Responsibilities

• Lead, mentor, and manage a team of Customer Support Executives.
• Monitor daily operations and ensure SLA/KPI targets are consistently achieved.
• Handle customer escalations and provide timely resolutions.
• Conduct regular team reviews, coaching sessions, and performance evaluations.
• Ensure high levels of customer satisfaction and service quality.
• Prepare and analyze customer service reports and performance metrics.
• Coordinate with internal departments to resolve customer concerns efficiently.
• Manage workforce planning, scheduling, and team productivity.
• Support process improvement initiatives to enhance customer experience.
• Handle international client interactions and maintain professional communication standards.

Required Skills \& Qualifications

• 4\+ years of experience in Customer Support, with at least 1–2 years in a Team Lead role.
• Prior experience in the Logistics, Supply Chain, Transportation, or E\-commerce industry preferred.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and team management abilities.
• Experience working with CRM and customer support tools.
• Ability to manage escalations and work in a fast\-paced environment.
• Strong analytical and problem\-solving skills.

Preferred Qualifications

• Experience handling international customers/clients.
• Knowledge of customer service KPIs, SLAs, and quality metrics.
• Graduate degree in any discipline.

• *isha.rana@programming.com**
• *Contact:** 7009195276

Pay: ₹15,000\.00 \- ₹45,000\.00 per month

Benefits

• Flexible schedule
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person