Customer Service Team Supervisor

Customer Support Team Lead

Company: Justvend Private Limited

Location: Bangalore

Experience: 2–3 years as a Team Lead / Senior Customer Support Executive

Department: Customer Support

Employment Type: Full-time

Role Overview

We are looking for an experienced and customer-focused Customer Support Team Lead to manage and lead the customer support team across Inbound, Outbound, Email, and Chat Support channels. The ideal candidate should have strong team-handling skills, excellent communication abilities, and proficiency in English, Hindi, and Kannada.

Key Responsibilities

Team Management & Leadership

· Lead, mentor, and monitor the day-to-day performance of the Customer Support team.

· Allocate work, manage shifts, and ensure adequate support coverage across all channels.

· Conduct regular team briefings, performance reviews, and coaching sessions.

· Track individual and team KPIs and drive improvements in productivity and service quality.

· Identify training requirements and provide continuous feedback to team members.

· Ready to work 6 days a week In fast paced environment and Eager to grow with company .

Customer Support – Inbound & Outbound

· Supervise inbound customer calls and ensure timely and effective resolution of queries and complaints.

· Monitor outbound calls for customer follow-ups, issue resolution, feedback collection, and service-related communication.

· Handle escalated customer complaints and ensure appropriate resolution within defined timelines.

· Ensure professional, courteous, and customer-centric communication at all times.

Email & Chat Support

· Oversee customer queries received through email and chat platforms.

· Ensure responses are accurate, professional, and provided within defined SLA timelines.

· Monitor the quality and turnaround time of email and chat interactions.

· Maintain consistency in customer communication across all support channels.

Customer Complaint & Escalation Management

· Take ownership of critical and escalated customer issues.

· Coordinate with Operations, Warehouse, Sales, Technology, and other internal teams for resolution.

· Track recurring customer issues and identify root causes.

· Recommend process improvements to reduce complaints and improve customer experience.

MIS, Reporting & Performance Monitoring

· Prepare and maintain daily/weekly/monthly customer support reports.

· Monitor key metrics such as SLA, AHT, CSAT, response time, resolution time, productivity, and customer complaints.

· Analyze team performance and share actionable insights with management.

· Ensure accurate documentation of customer interactions and resolutions.

Required Skills & Qualifications

· 2–3 years of experience in Customer Support, preferably with Team Lead / supervisory experience.

· Mandatory proficiency in Kannada, Hindi, and English – both verbal and written communication.

· Strong experience in Inbound, Outbound, Email, and Chat Support.

· Excellent team management and people-handling skills.

· Strong problem-solving and escalation-management abilities.

· Good knowledge of customer service processes, SLAs, and support KPIs.

· Comfortable working with CRM, ticketing systems, MS Excel, and customer support dashboards.

· Ability to work in a fast-paced environment and manage multiple priorities.

· Strong communication, interpersonal, and coordination skills.

Key Performance Indicators (KPIs)

· Customer Satisfaction (CSAT)

· First Contact Resolution (FCR)

· SLA adherence

· Average Handling Time (AHT)

· Response and resolution time

· Team productivity

· Quality of customer interactions

· Complaint and escalation resolution

· Attendance and team adherence

Preferred Candidate Profile

A proactive and responsible team leader who can take ownership of customer issues, motivate the support team, coordinate effectively with internal departments, and consistently deliver a high-quality customer experience.