Team Lead / Assistant Manager / Manager - Customer Support

About the companyJW BRANDS PVT LTD owns and operates the JOKER & WITCH and TEEJH brands. JOKER & WITCH is a contemporary watch and jewellery label for men and women, known for clean, distinctive, and trend-led global designs at accessible prices. Its style inspiration comes from international fashion trends, celebrity looks, and street style. TEEJH is the group’s ethnic jewellery brand. The company is a Bangalore-based startup with a young, energetic team that values ambition, problem-solving, and strong learning ability.Role overviewThe organization is looking for an experienced customer service team leader who can guide the support team, keep day-to-day operations running smoothly, and help build a collaborative, high-performing environment as the business grows from startup to scale-up.Role detailsPosition: Team Lead - Customer SupportExperience: 3 to 5 years in a team lead roleQualification: Any graduate or postgraduateNumber of openings: 1Location: Kalyan Nagar, BangaloreResponsibilitiesMentor and direct customer support executives so they meet process goals and deliver a strong service experience.Track team performance, review KPIs, and make sure both individual and group targets are achieved.Listen to and review calls to confirm that processes and quality benchmarks are being followed consistently.Support the team in ensuring complete customer satisfaction.Manage customer escalations through calls, emails, and chat channels.Work with the Customer Support Manager to identify ways to improve customer satisfaction scores.Build a positive team culture that encourages open communication and collaboration.Define performance expectations for team members aligned to overall operational goals.Assess agent performance regularly and arrange coaching or training for those who need improvement.Demonstrate company values through consistent behavior, communication, and a strong focus on quality service.RequirementsPrior experience as a team lead, supervisor, Assistant Manager, or Manager in inbound or outbound customer support/service operations.Strong understanding of performance metrics and operational tracking.Hands-on experience with CRM platforms.Excellent communication and people leadership abilities.Good organizational and time-management capabilities.Sound judgment and decision-making skills.At least 3 years of relevant team-handling experience.A management degree or formal team-leading training will be considered an added advantage.Application noteCandidates who are interested in a fast-moving workplace with strong learning and growth opportunities can share their CV along with a cover letter to the provided email address.