About UsEstablished in 2013, we are among India's largest dealers in colored precious and semi-precious gemstones like Ruby, Blue Sapphire, Emerald. We boast a vast inventory of 1 Lakh+ products with more than 900,000 HD photographs and videos taken using our unique industry-leading color accurate photography mechanism. With National ranking of No.1 in Gemstone & No.12 in Jewelry, we have helped our 50,000 clients in over 95+ countries improve their lifestyle with the help of gem laboratory -approved healing gemstones. Each of these efforts have been recognized by India's leading gemstone stalwarts such as GJEPC, IFA, GemPundit has been honored with prestigious titles in the field of Innovation, Highest Export, Best eCommerce and Brand Icon fetching us glowing coverage in leading publications like The Economic Times, and the Times of India, as well as magazines like Forbes and CosmopolitanRole OverviewWe are hiring a Team Lead Customer Support to manage frontline support teams handling post-sales customer interactions across voice, email, WhatsApp, and chat.This is an execution + people leadership role for someone who has led B2C/D2C customer support teams, understands service metrics deeply, and can drive resolution quality, SLA adherence, and customer satisfaction in a high-volume environment.Key ResponsibilitiesService Delivery & Team PerformanceOwn daily, weekly, and monthly service KPIs for the assigned teamDrive improvements in FCR, TAT, CSAT, and quality scoresEnsure team meets productivity, utilization, and SLA benchmarksIdentify and plug resolution leakage, backlog build-up, and productivity gapsContact Center & Support OperationsManage a team of Customer Support Executives (ICs)Monitor tickets, calls, chats, emails, and follow-upsEnsure strict adherence to support SOPs, escalation protocols, and quality standardsTrack and reduce repeat contacts, reopen rates, and escalationsOwn execution discipline on rosters, schedules, shrinkage, and queue healthTicketing, Tools & Process DisciplineEnsure 100% usage of ticketing/CRM tools (Freshdesk / Zendesk / Salesforce Service Cloud or similar)Maintain clean ticket statuses, accurate categorization, and timely closuresTrack KPIs such as FRT, AHT, FCR, backlog, CSAT, and agent productivityDrive RCA for SLA misses, quality failures, and customer escalationsCoaching, Quality & Team HealthConduct regular ticket audits, call audits, and quality reviewsCoach team on communication, empathy, problem-solving, and de-escalationOwn new joiner ramp-up, PIPs, performance correction, and skill upliftProactively manage attrition, morale, attendance, and team stabilityCross-Functional CoordinationCoordinate with Sales, Ops, and Logistics for faster issue resolutionWork closely with Customer Experience / Support Manager on escalations and improvementsPartner with QA and Training teams to improve service quality and consistencyShare structured insights on recurring issues, process gaps, and customer pain pointsWhat Were Looking For5+ years of experience in Customer Support / Contact Center (B2C or D2C)3+ years of people management experience leading frontline support teamsStrong understanding of support metrics and SLA-driven environmentsHands-on experience with CRM/ticketing tools (Freshdesk / Zendesk / Salesforce)KPI-driven mindset (CSAT, SLA, FCR, AHT)Strong escalation handling and team management skillsExperience with email, chat, WhatsApp, and voice supportExcellent communication and customer-first attitudeNice to HaveExperience in luxury retail, gems/jewelry, or premium international D2C brandsExposure to global customers (GCC, US, SEA markets)Experience managing teams across time zones or international markets
Job Title
Customer Support Team Lead