Posted Nov 06, 2025 25 views
We are looking for a dedicated Customer Support Team Leader to manage and mentor a team of customer support representatives. The successful candidate will be responsible for setting performance targets, conducting regular evaluations, and ensuring the delivery of exceptional customer service. This role requires handling escalated complaints, developing service policies, and working closely with other departments to maintain smooth customer interactions. A proactive approach to resolving customer issues, driving sales through excellent service, and reducing cash-on-delivery returns is essential. The position is based in Hyderabad with a work schedule from Monday to Saturday, 9:30 AM to 6:30 PM.
Key Responsibilities
- Lead and mentor a team of customer support representatives to improve performance and service quality.
- Establish clear performance objectives and conduct regular assessments to monitor progress.
- Manage escalated customer complaints, ensuring timely and effective resolution.
- Develop and enforce customer service policies and procedures to enhance the overall customer experience.
- Track team performance metrics and prepare comprehensive reports for management.
- Collaborate with cross-functional teams to ensure consistent and seamless customer interactions across all channels.
- Resolve customer issues efficiently while maintaining a positive and professional attitude.
- Identify and promote up-selling opportunities by delivering outstanding customer service.
- Achieve monthly sales targets by following up on abandoned carts and encouraging conversions.
- Work to reduce cash-on-delivery (COD) returns through effective customer engagement strategies.
- Stay updated on industry trends and best practices to continuously improve team performance.
Required Qualifications
- Bachelor’s degree in Business Administration or a related field is preferred.
- At least 3 years of experience as a Customer Care Executive or in a similar customer service role.
- Strong leadership abilities with experience in motivating and guiding teams.
- Excellent communication and interpersonal skills for effective interaction with customers and team members.
- Proven problem-solving skills and the ability to perform well under pressure.
- Familiarity with CRM systems and customer service software to efficiently manage customer interactions.
- Willingness and ability to work on-site at the Hyderabad location.
Additional Information
This is a full-time position offering a monthly salary range of Rs 30,000 to Rs 50,000. The working days are Monday through Saturday, with hours from 9:30 AM to 6:30 PM. The role is based in Latifabad, Hyderabad.
This opportunity is ideal for a motivated professional eager to lead a customer support team and contribute to improved customer satisfaction and sales growth in a fast-paced environment.
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