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💼 Job Title Team Leader – Customer Support (Email Team)
🏭 Industry NBFC / Financial Services
📍 Location Bangalore – Koramangala
💼 Experience: 3 to 6 Years (1–2 years in a TL/Supervisory role handling email/chat)
📝 Employment Type Full-Time | Work from Office
👤 Reporting To Operations Manager
Job Summary
We are seeking an experienced and data-driven Team Leader to manage and lead our Customer Support Email/Written process team. The ideal candidate will oversee daily operations, drive high standards of written communication, manage service-level agreements (SLAs) and Turnaround Times (TAT) for email resolutions, and mentor a team of support executives to deliver an exceptional customer experience.
Key Responsibilities
  • Manage a team of Customer Support Executives handling email, chat, and written customer queries.
  • Monitor daily operational metrics, including email TAT, First Response Time (FRT), resolution rates, and queue backlogs.
  • Conduct regular quality audits on email responses to ensure tone, grammar, accuracy, and adherence to company SOPs.
  • Drive team performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
  • Conduct regular 1-on-1 coaching, feedback sessions, and performance appraisals for team members.
  • Handle escalated complex customer complaints or dispute resolutions via written channels.
  • Prepare daily, weekly, and monthly performance reports for senior management.
  • Identify operational gaps, drive process improvements, and implement action plans to reduce repeat queries.
  • Conduct continuous training and refresher sessions on product updates, policy changes, and writing etiquette.
Eligibility & Skills
  • Graduation in any discipline from a recognized university.
  • 3 to 6 years of overall experience in customer support, with a minimum of 1 to 2 years as a Team Leader handling email/written support processes (NBFC, Fintech, or Banking experience preferred).
  • Exceptional written and verbal communication skills in English and Hindi; knowledge of regional languages is a strong plus.
  • Strong proficiency in CRM ticketing tools, email management systems, and MS Excel/ Google Sheets.
  • Excellent people management, conflict resolution, and leadership capabilities.
  • Strong analytical mindset with the ability to interpret data and drive operational efficiencies.
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