About the Job
Job Title: Team Lead - Customer SuccessEmployment Type: Full-time (24*7 rotational shifts)
Experience Required: At least 1 year
Working Mode: In-Office
Location: Sector 53, Gurgaon
Industry: Customer Service (International)
Salary: Best in Industry
About the Role:
We are looking for a dynamic and experienced Team Lead – Customer Success to manage our international voice and chat support operations. The ideal candidate will lead a team of customer success executives to deliver exceptional service to global customers, ensure SLA adherence, and continuously improve service quality and team performance.
Key responsibilities:
1. Lead and supervise a team of customer success executives handling international calls and chat support.
2. Ensure prompt, professional, and effective resolution of customer queries and complaints.
3. Handle escalations efficiently, maintaining a high level of customer satisfaction.
4. Manage daily operations and ensure adherence to client SLAs, KPIs, and quality standards.
5. Provide support to end customers through emails, calls, and online chats by handling customer requests and queries
6. Conduct regular team meetings, performance reviews, and one-on-one sessions to drive performance and engagement.
7. Coach, train, and mentor team members to enhance communication, product knowledge, and problem-solving skills.
8. Monitor and analyze team performance metrics, preparing regular reports for management review.
9. Identify process improvement areas and collaborate with internal departments to implement effective solutions.
10. Maintain compliance with company policies, procedures, and service guidelines.
11. Foster a positive team culture focused on accountability, learning, and customer-centricity.
Number of Openings
1 openingsPerks of this Jobs
Health insurance Free snacks
Skills
Management, Effective Communication, English Proficiency (Written), English Proficiency (Spoken), Client Relationship Management (CRM), Team Management, Leadership, Customer Support
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