The Team Lead Customer Support will oversee the daily operations of the customer support team, ensuring that our customers receive outstanding service. This role involves supervising, coaching, and mentoring team members, handling escalated customer issues, and collaborating with other departments to improve the overall customer experience. The ideal candidate will have excellent leadership skills, a customer-centric mindset, and a proven track record in customer support.
Key Responsibilities:
Team Leadership and Supervision:
- Lead, mentor, and develop a team of customer support representatives.
- Monitor team performance and provide regular feedback.
- Conduct performance reviews and implement improvement plans as needed.
- Foster a positive and productive team environment.
Customer Support Operations:
- Oversee daily customer support activities to ensure timely and effective resolution of customer inquiries and issues.
- Handle complex and escalated customer issues, providing solutions and ensuring customer satisfaction.
- Ensure adherence to customer support policies and procedures.
Training and Development:
- Develop and deliver training programs for new and existing team members.
- Keep the team updated on product changes, new features, and company policies.
- Promote continuous learning and professional development within the team.
Quality Assurance:
- Monitor and evaluate customer interactions to ensure high-quality service.
- Implement and maintain quality assurance processes.
- Identify areas for improvement and implement corrective actions.
Reporting and Analysis:
- Prepare and present regular reports on team performance, customer feedback, and service metrics.
- Analyze data to identify trends and areas for improvement.
- Provide actionable insights and recommendations to senior management.
Collaboration:
- Work closely with other departments (e.g., Sales, Product Development, Marketing) to address customer needs and feedback.
- Participate in cross-functional projects aimed at improving the customer experience.
- Serve as a liaison between the customer support team and other departments.
Requirements:
- Bachelor’s degree in Business, Communications, or a related field (or equivalent experience)
- Minimum of 3-5 years of experience in customer support, with at least 2 years in a leadership role.
- Proven track record of managing a high-performing customer support team.
- Excellent leadership and team management skills.
- Strong problem-solving and decision-making abilities.
- Exceptional communication and interpersonal skills.
- Proficiency in customer support software and CRM systems.
- Ability to analyze data and generate actionable insights.
- Strong organizational and time management skills.
Employee Benefits:
- 13 Salaries Per Year (Quarterly 13th Salary Disbursement)
- At least two bonuses per year (Eid Bonus)
- Monthly Punctuality Allowance
- Monthly Inflation Allowance
- Performance-Based Bonuses
- Paid Overtime
- Quarterly Leaves encashment
- Annual Leaves Encashment
- Upselling Incentives
- Maternity/Paternity Allowance
- Maternity Leaves
- Wedding Allowance
- Department Based Allowance
- Provident Fund
- Double salary on Gazetted Holidays
- Special Allowance for Emergency
- Advance Salary on Need Basis
- 12 Casual Leaves
- 10 Medical Leaves
- 10 Annual Leaves
- Dedicated Training
- Birthday celebrations
- Loan Against Provident Fund
- Daily Company Provided Meal
- Gaming Facility
- Growing & Dynamic Team
- Office Gatherings, Celebrations, and Trips
- 5 days a week (work-life balance)
Job Location: Link Road Model Town, Lahore
Job Timings: 6 PM to 3 AM
Job Type: Full-time
Work Location: In person