Team Lead - Customer Support

Lead customer support agents, manage service KPIs and escalations, coach the team and ensure SLA/quality performance. Key Responsibilities: • Manage support team roster and productivity • Track CSAT, QA, AHT, SLA and attendance • Coach agents through feedback and huddles • Handle customer escalations • Publish daily/weekly performance MIS • Coordinate with operations/product teams Ideal Candidate: Support team leader with strong metric ownership, coaching ability and calm escalation handling. Preferred Background: BPO, e-commerce, logistics, fintech, telecom, SaaS support or contact centre Education: Graduate preferred Languages: English + Hindi Shift / Travel: Rotational shifts may apply