Team Leader - Customer Support
Bengaluru, Karnataka, India · Full Time
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- Experience
- 4–5 yrs
- Salary
- INR 30,000 – INR 40,000 / month
- Openings
- 1
- Posted
- 3 days ago
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
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Job description
About the Company
Praja is an innovative decentralized social networking platform focusing on bringing local communities closer. Its goal is to facilitate discovery and sharing of hyperlocal news, events, and narratives created by community members themselves. The platform enables users to engage, network, and connect with local leaders, making local information vibrant and accessible across India through user-generated eye-catching posters.
About the Role
We seek a Team Leader to oversee and motivate a group of 18–21 Customer Support Representatives, championing high service standards and efficient issue resolution. The role is based in Bangalore, Marathahalli, strictly an inside sales position without any field sales responsibilities.
Key Accountabilities
- Lead, mentor, and inspire a team of 18–21 Support Associates, steering them to meet and exceed service and productivity goals.
- Track and analyze daily team activities including ticket resolution times, customer satisfaction levels, and quality assurance metrics.
- Conduct audits via calls, chats, and tickets to spot areas for coaching and process enhancements.
- Offer continuous feedback, coaching sessions, and periodic performance appraisals to team members.
- Resolve escalations swiftly with focus on customer satisfaction and accuracy.
- Recruit and integrate new Support Associates, ensuring their efficient onboarding and ramp-up.
- Utilize CRM systems and tools like Excel/Sheets for performance tracking and analytical reporting.
- Develop performance summaries and communicate actionable insights to senior management.
- Collaborate cross-functionally to address recurring customer problems and optimize support workflows.
- Instill a culture of accountability, teamwork, and continuous high performance within the support team.
Candidate Profile
- Have 4 to 5 years in Customer Support roles with at least 2 years in team management capacities.
- Prior exposure to Support Operations and handling CRM systems in a performance-oriented setting.
- Must be a native Kannada speaker to effectively lead local support efforts.
- Strong experience managing target-driven customer service environments.
Additional Information
- Work location: Bangalore (Marathahalli).
- Work schedule: 6 days per week with rotational weekly off.
- Compensation: ₹30,000 to ₹40,000 monthly base salary with additional incentives and overtime pay.
- Immediate joining preferred.