Customer Support E commerce- Team Lead (Sangli)

Position: Customer Support Team Lead Location: Pune, Maharashtra Employment Type: Full-time Working Days: 5.5 days per week Overall Experience: Minimum 4 years Team Lead Experience: Minimum 2 years Key Responsibilities - Lead, manage, and mentor a team of Customer Support Executives. - Monitor team performance, productivity, and service levels. - Handle customer escalations and ensure timely resolution of critical issues. - Track KPIs such as CSAT, SLA adherence, FRT, resolution time, FCR, and ticket backlog. - Conduct regular team huddles, one-on-one meetings, coaching, and performance reviews. - Identify performance gaps and provide ongoing feedback and training. - Ensure adherence to company SOPs, policies, and customer support processes. - Review customer interactions and tickets to maintain service quality. - Coordinate with Product, Sales, Operations, and other internal teams to resolve customer issues. - Prepare regular performance reports and share insights with management. - Identify recurring customer issues and drive process improvements. - Support onboarding and training of new team members. Candidate Requirements - Bachelor's degree in any discipline. - Minimum 4 years of overall experience in Customer Support/Customer Service. - Minimum 2 years of experience as a Team Lead/Supervisor in Customer Support. - Strong people-management and leadership skills. - Excellent verbal and written communication skills. - Strong customer-handling and escalation-management abilities. - Good analytical and problem-solving skills. - Experience with CRM, helpdesk, or ticketing tools. - Ability to work in a fast-paced setting and manage team targets. - Strong ownership, accountability, and decision-making skills. - Willingness to work 5.5 days per week as per business requirements. Preferred Experience - Experience managing a high-volume customer support team. - Hands-on experience with tools such as Zendesk, Freshdesk, Salesforce, Intercom, or similar platfor .