Customer Service Team Lead

Job Description

We are looking for a Customer Service Team Lead to manage and oversee our customer service team. This role requires someone with strong leadership, communication, and analytical skills who can improve the customer experience, guide team members, and ensure the smooth flow of client communication and service delivery. Key Responsibilities: Lead, mentor, and supervise a team of customer service executives. Monitor and manage day-to-day client communication across phone, email, WhatsApp, and CRM. Ensure prompt and effective resolution of client queries, issues, and escalations. Track and improve key service metrics: response time, satisfaction score, complaint resolution rate. Conduct regular feedback sessions with clients and internal teams to identify service gaps. Collaborate with sales, marketing, and operations to ensure seamless service delivery. Train new team members and continuously upskill existing staff. Prepare performance reports, analyze data, and implement improvement strategies. Maintain a professional and empathetic tone in all customer interactions. Requirements: Proven experience (3+ years) in customer service, preferably in B2B or technical/engineering sectors. 1+ years of experience in a team lead or supervisory role. Excellent verbal and written communication skills in English and Hindi. Strong problem-solving and conflict resolution skills. Ability to manage multiple clients and priorities simultaneously. Familiarity with CRM tools and customer feedback tracking systems. Engineering or technical background is a plus. What We Offer: Opportunity to work in a fast-paced, growth-oriented organization. Be part of a purpose-driven team solving real-world business challenges. Structured training and leadership development programs. Competitive salary + performance-based incentives. Supportive work culture and long-term career growth.