Customer Support Lead

We are looking for an experienced Customer Support Team Lead to manage our customer support operations for a growing e-commerce business.

Key Responsibilities

• Lead, supervise, and support the Customer Support team.
• Monitor daily customer inquiries across calls, WhatsApp, email, and social media.
• Ensure timely order processing, confirmations, and issue resolution.
• Coordinate with courier partners regarding shipments, delivery issues, returns, and RTOs.
• Handle escalated customer complaints and ensure excellent customer satisfaction.
• Monitor team performance, productivity, and service quality.
• Prepare daily reports on orders, deliveries, customer issues, and team performance.
• Coordinate with Sales, Warehouse, and Operations teams to ensure smooth order fulfillment.
• Train and mentor team members while improving customer service processes.

Requirements

• 3–5+ years of experience in Customer Support, with at least 1–2 years in a leadership role.
• Experience in E-commerce customer support is preferred.
• Strong leadership, communication, and problem-solving skills.
• Experience managing order processing and courier coordination.
• Ability to handle team KPIs and work under pressure.
• Proficiency in Microsoft Excel and CRM/customer support tools is a plus.

Job Details

• Experience: 3–5+ Years
• Job Type: Full-Time
• Work Timings: 11:00 AM – 8:00 PM
• Work Days: Monday – Saturday

Job Type: Full-time

Pay: Rs60,000.00 - Rs90,000.00 per month

Application Question(s):

• What is your education ?
• In which company are you working currently ?

Experience:

• Leading: 2 years (Preferred)

Work Location: In person