Team Lead | E-Commerce 3+ Years
- company
- PineQ Lab Technology
- location
- Pune District, Maharashtra, India
- posted
- 21 Aug
- **Position: Team Lead - TL**
- **Process:**
- International Process
- **Industry:**
- E-commerce
- **Location:**
- Pune, Maharashtra
- **Employment Type:**
- Full-time
- **Working Days:**
- 5.5 days per week
- **Overall Experience:**
- Minimum 4 years
- **Team Lead Experience:**
- Minimum 2 years
- **Key Responsibilities**
- Lead, manage, and mentor a team of Customer Support Executives.
- Monitor team performance, productivity, and service levels.
- Handle customer escalations and ensure timely resolution of critical issues.
- Track KPIs such as
- **CSAT, SLA adherence, FRT, resolution time, FCR, and ticket backlog**
- Conduct regular team huddles, one-on-one meetings, coaching, and performance reviews.
- Identify performance gaps and provide ongoing feedback and training.
- Ensure adherence to company SOPs, policies, and customer support processes.
- Review customer interactions and tickets to maintain service quality.
- Coordinate with Product, Sales, Operations, and other internal teams to resolve customer issues.
- Prepare regular performance reports and share insights with management.
- Identify recurring customer issues and drive process improvements.
- Support onboarding and training of new team members.
- **Candidate Requirements**
- Bachelor’s degree in any discipline.
- **Minimum 4 years of overall experience in Customer Support/Customer Service.**
- **Minimum 2 years of experience as a Team Lead/Supervisor in Customer Support.**
- Strong people-management and leadership skills.
- Excellent verbal and written communication skills.
- Strong customer-handling and escalation-management abilities.
- Good analytical and problem-solving skills.
- Experience with CRM, helpdesk, or ticketing tools.
- Ability to work in a fast-paced environment and manage team targets.
- Strong ownership, accountability, and decision-making skills.
- Willingness to work
- **5.5 days per week**
- as per business requirements.
- **Preferred Experience**
- Experience managing a high-volume customer support team.
- Hands-on experience with tools such as Zendesk, Freshdesk, Salesforce, Intercom, or similar platforms.
- Experience with support dashboards, reporting, and performance analytics.
- Knowledge of process improvement and root-cause analysis.
- ***Interested candidates can apply at: khushi.agarwal@pineqlab.com***
- ***Referrals are most welcome.***