Team Lead - Customer Support (May communicate in English)

• *Job Responsibilities:**

• Lead, manage and monitor the performance of Customer Support Executives.
• Allocate daily tasks and ensure achievement of team targets.
• Monitor customer interactions across calls, emails and chats.
• Handle customer escalations and ensure timely resolution.
• Track KPIs including AHT, FCR, CSAT, productivity and quality.
• Conduct team training, performance reviews and feedback sessions.
• Coordinate with Warehouse, Operations, Billing and E\-commerce teams for issue resolution.
• Prepare daily and monthly performance reports.
• Identify process gaps and implement improvements to enhance customer experience.

• *Required Skills \& Qualifications**

• Graduate in any discipline.
• 5 years of experience in Customer Support, preferably 1–2 years in a Team Leader role.
• Experience managing a team of 10–20 executives.
• Excellent communication, leadership and problem\-solving skills.
• Knowledge of CRM tools, ticketing systems and MS Excel.
• Ability to manage escalations and work in a target\-driven environment.

Job Types: Full\-time, Permanent, Fresher

Pay: ₹22,000\.00 \- ₹30,000\.00 per month

Language

• English (Required)

Location

• Karnal, Haryana (Required)

Work Location: In person