Customer Support -Team Lead

Role: Team Lead- Customer Support

Reporting To: Principal

Overview

We are hiring a Team Lead – Customer Support with 1 year of proven people management experience. The ideal candidate will oversee a team of support executives, manage daily operations, resolve escalations, and drive performance using CRM tools and Excel-based tracking.

Key Responsibilities

• Lead, manage, and motivate a team of customer support agents.
• Utilize CRM and dialer systems to monitor team activity and productivity.
• Handle escalations and ensure timely resolution.
• Track daily performance and maintain reports/trackers in Excel.
• Share regular feedback and coach team members for performance improvement.
• Ensure adherence to SLAs, quality standards, and KPIs.

• 1 year of people management experience in a support/customer service role.
• Proficient in CRM and dialer tools.
• Good communication and escalation handling skills.
• Ability to provide feedback and drive team performance.
• Strong knowledge of Excel (trackers, formulas, pivot tables).

Skills: communication,escalation resolution,leadership + management,dialer tools,people management,quality assurance processes,excel,edtech,customer support,crm