Team Leader – Customer Support & Operations
Noida
About the Role
We are seeking a highly motivated and analytical Team Leader to manage a team of Customer Support Executives while driving operational excellence through data analysis and stakeholder collaboration. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and the ability to work cross-functionally to support pricing strategy initiatives and business objectives.
Key Responsibilities
Team Management & Leadership
Lead, mentor, and manage a team of Customer Support Executives to achieve operational and service excellence.
Monitor individual and team performance against defined KPIs, SLAs, and quality metrics.
Conduct regular performance reviews, coaching sessions, and team meetings.
Drive employee engagement, productivity, and professional development within the team.
Manage workforce planning, scheduling, and attendance to ensure optimal support coverage.
Customer Support Operations
Ensure timely and effective resolution of customer queries, complaints, and escalations.
Identify process improvement opportunities to enhance customer experience and operational efficiency.
Maintain high standards of service quality and compliance with organizational policies.
Pricing Strategy & Data Analysis
Analyze pricing-related data and operational metrics to identify trends, gaps, and business opportunities.
Prepare reports, dashboards, and actionable insights to support pricing and business decisions.
Collaborate with business teams to monitor pricing performance and recommend optimization strategies.
Ensure data accuracy and timely reporting for key stakeholders.
Stakeholder Management
Collaborate with cross-functional teams including Operations, Product, Business, Analytics, and Customer Experience.
Act as a point of contact between support operations and internal stakeholders.
Communicate performance updates, operational challenges, and improvement plans effectively.
Drive alignment between business objectives and customer support operations.
Process Improvement & Governance
Identify operational bottlenecks and implement scalable solutions.
Establish and monitor SOP adherence across the team.
Support automation and process enhancement initiatives to improve efficiency and customer satisfaction.
Required Qualifications
Bachelor's degree in Business Administration, Operations, Management, or a related field.
1–4 years of experience in Customer Support, Operations, Team Management, or related functions.
Prior experience leading customer support or operations teams is preferred.
Experience working with operational data, reporting, and performance analysis.
Required Skills
Strong people management and leadership capabilities.
Excellent stakeholder management and communication skills.
Proficiency in MS Excel/Google Sheets and data analysis.
Strong problem-solving and decision-making abilities.
Ability to manage multiple priorities in a fast-paced environment.
Customer-centric mindset with a focus on operational excellence.