Team Lead – International Customer Support (UK Process)
- *Location:** Meenakshi Tech Park, Hyderabad
- *Company:** Skyz Stones India Pvt Ltd (Operations for Nustone Patios Ltd, UK)
- *Employment Type:** Full\-Time \| Work From Office
About Us
Skyz Stones India Pvt Ltd provides customer service and operational support for Nustone Patios Ltd, one of the UK's leading e\-commerce businesses in the landscaping and outdoor living industry.
As we continue to expand our Hyderabad operations, we are seeking an experienced and driven Team Lead to lead, mentor, and develop a growing customer support team. This role offers an exciting opportunity to work closely with UK operations, drive service excellence, and contribute to the growth of a fast\-paced international business.
Job Summary
We are looking for a dynamic Team Lead who can effectively manage customer support operations across calls, emails, and live chat channels while driving team performance and customer satisfaction.
The ideal candidate will possess strong leadership skills, operational expertise, and a customer\-centric mindset. Experience in international customer support environments and team management will be highly valued.
Key Responsibilities
- Lead, mentor, and motivate a team of Customer Service Associates to achieve performance goals
- Monitor daily productivity, quality, attendance, and service metrics
- Manage customer escalations and ensure timely, effective, and customer\-focused resolutions
- Conduct regular coaching sessions, performance reviews, and feedback discussions
- Ensure high standards of customer service across voice, email, and live chat channels
- Support customer order management and operational coordination activities
- Collaborate closely with operations, logistics, warehouse, and delivery teams to meet customer commitments and service timelines
- Prepare and maintain operational reports, dashboards, and performance metrics
- Identify process improvement opportunities and contribute to workflow optimization initiatives
- Support hiring, onboarding, training, and development of new team members
- Ensure compliance with company policies, SLAs, and quality standards
- Drive a performance\-oriented culture while encouraging customer\-focused upselling opportunities
Desired Candidate Profile
- 4–6 years of experience in customer service, international support, or customer operations
- Minimum 1–2 years of Team Lead, Supervisor, or people management experience preferred
- Experience handling UK customers will be an added advantage
- Excellent verbal and written English communication skills
- Strong leadership, coaching, and stakeholder management capabilities
- Proven ability to manage customer escalations and drive team performance
- Experience managing voice, email, and chat support teams
- Familiarity with Freshcaller or similar CRM/calling platforms preferred
- Strong reporting, analytical, multitasking, and operational coordination skills
- Good working knowledge of Microsoft Office applications
- High level of ownership, accountability, and problem\-solving ability
- Positive attitude with the ability to thrive in a fast\-paced environment
- Immediate joiners or candidates serving short notice periods preferred
Shift Timings
- *Aligned with UK Business Hours**
- *During UK Daylight Savings:**
12:30 PM – 9:30 PM IST
- *During Non\-Daylight Savings Period:**
1:30 PM – 10:30 PM IST
Additional Information
- 6 working days per week
- Fixed Sunday week\-off
- No night shifts
Salary \& Benefits
- *Salary Range:** ₹6,00,000 – ₹8,00,000 per annum
Why Join Us?
- Attractive performance\-based incentives
- Excellent career growth opportunities within a growing international organization
- Exposure to UK business operations and global customer service practices
- Opportunity for short\-term travel to the UK for training and business exposure at a later stage
- Collaborative, supportive, and growth\-focused work environment
- Continuous learning and leadership development opportunities
Interview Process
- HR Discussion
- Operations Round
Preferred Candidates
- Immediate joiners
- Candidates serving short notice periods
Work Location
- *Skyz Stones India Pvt Ltd**
- *Meenakshi Tech Park, Alt\-F, Unit\-585, Hyderabad**
Pay: Up to ₹800,000\.00 per year
Benefits
- Commuter assistance
- Paid sick time
Work Location: In person