Wanted to be a part of our Mission
Customer Support Team Leader (TL)
Job Summary
We are looking for a Customer Support Team Leader to manage and guide a team of customer support executives in an NBFC environment.
The candidate will be responsible for ensuring high-quality customer service, handling escalations, and improving team performance.
The candidate will be responsible for ensuring high-quality customer service, handling escalations, and improving team performance.
Key Responsibilities
- Lead and manage a team of customer support executives
- Monitor daily operations and ensure service level targets (SLAs) are met
- Handle customer escalations and provide timely resolutions
- Conduct team meetings, training, and performance reviews
- Track team productivity, quality, and adherence metrics
- Coordinate with internal teams (operations, sales, collections)
- Improve customer experience and satisfaction levels
- Prepare MIS reports and share performance insights with management
Key Requirements
- Minimum 3+ years of experience in customer support (preferably in NBFC/financial services)
- At least 1 year of experience as a Team Leader or in a supervisory role
- Strong communication and leadership skills
- Good knowledge of customer handling and escalation management
- Familiarity with CRM tools and MS Excel
- Ability to manage pressure and meet deadlines
Preferred Skills
- Experience in handling loan-related queries (personal loans, business loans, etc.)
- Knowledge of collections/support processes in NBFCs
- Strong problem-solving and decision-making ability