Customer Support Team Leader - 3

Customer Support Team Leader-3/Customer Operations Team Leader 1

Position Overview

The Customer Support Team Leader is responsible for managing, guiding, and motivating a team of customer support executives to deliver exceptional customer service. This role involves monitoring team performance, ensuring adherence to service standards, resolving escalations, and driving continuous improvement in customer interactions and support processes.

Key Responsibilities

Team Leadership & Management

• Lead, mentor, and coach a team of customer support representatives.
• Conduct regular team meetings, performance discussions, and feedback sessions.
• Create and manage staff schedules to ensure optimal coverage.
• Foster a positive, collaborative, and customer-focused work environment.

Customer Experience & Escalation Handling

• Handle complex customer queries and escalations to ensure timely resolution.
• Ensure team delivers high-quality, consistent support across channels (phone, email, chat, social media).
• Monitor and improve customer satisfaction (CSAT), Net Promoter Score (NPS), and first-call resolution (FCR).