Job Title

We are seeking a proactive and experienced Team Lead to manage our Chat & Email Support team. The ideal candidate will oversee day-to-day operations, ensure high service levels, coach team members, and drive process improvements to enhance customer satisfaction.Key Responsibilities:Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).Manage Email and Chat Process 24 x7Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement.Handle escalated customer queries and resolve complex issues efficiently.Work with QA and Training teams to ensure adherence to policies, tone, and brand guidelines.Maintain shift schedules, ensure proper coverage, and manage attendance.Analyze team performance reports and generate actionable insights for optimization.Ensuring Daily Agent productivity targets metContribute to knowledge base development and continuous process improvement.Communicate with warehouse / Handels to coordinate for pending / escalation issuesIdentifying Training and Quality needsDriving R&R and employee engagementConducting interviews to select the best candidates to fit the job profileShould be open to Work rotational shifts including night shifts.Requirements:Bachelor’s degree or equivalent work experience.Minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role.Strong experience in chat and email-based customer support (e-commerce, or service industries preferred).Excellent written communication, problem-solving, and people management skills.Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms.Ability to handle pressure, multitask, and lead teams in a fast-paced environment.Flexible with shifts and weekend support if needed.