Customer Support (tl) Job in Epaylater

Customer Support Team Lead

Experience: 2 5 Years
Location: Mumbai

Job Summary

We are looking for a proactive and experienced Customer Support Team Lead to manage and mentor a team of customer support representatives. The ideal candidate will bring strong leadership capabilities, hands-on support experience, and a commitment to delivering outstanding customer experiences. In this role, you will be responsible for driving team performance, handling escalations, and continuously improving support processes.

Key Responsibilities

• Lead, manage, and motivate a team of Customer Support Representatives to meet service quality and performance targets.
• Monitor individual and team performance, providing regular coaching, feedback, and performance reviews.
• Manage escalated customer issues, ensuring timely and effective resolution while maintaining high satisfaction levels.
• Design and deliver onboarding and ongoing training programs to enhance team skills and product knowledge.
• Collaborate with cross-functional teams (Product, Operations, and Tech) to improve processes.
• Track, analyze, and report key support metrics to identify trends, gaps, and opportunities for improvement.
• Ensure strict adherence to support SLAs, internal policies, and best practices.

Qualifications & Skills

• 2 5 years of experience in Customer Support, with at least 1 year in a Team Lead or supervisory role.
• Strong communication, leadership, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced, customer-centric environment.
• Excellent problem-solving and decision-making abilities.
• Hands-on experience with CRM tools and proficiency in Microsoft Office applications.
• Customer-first mindset with a focus on continuous improvement.

Why Join Us?

This role offers an opportunity to step into a leadership position where you can directly influence customer satisfaction and team success. If you re passionate about people management and customer experience, we d love to have you on our team.