Customer Support Team Leader (Rohini)

Location: Kohat Enclave, Pritampura, Delhi-110034Experience: 2–4 YearsPosition
- Team Leader Customer Support Immediate Joiners Preferred!Prior experience in D2C / beauty / wellness brands preferred!!Job Overview:We are looking for an experienced and proactive Customer Support Team Leader to manage and lead our customer service team for a fast-growing D2C brand. The ideal candidate should have solid leadership skills, a customer-first mindset, and hands-on experience in handling high-volume support operations across multiple channelsKey Responsibilities:Lead, manage, and mentor the customer support team to deliver exceptional customer experienceHandle escalations and ensure timely resolution of customer queries and complaintsMonitor team performance, KPIs, and SLAs (TAT, CSAT, resolution rate, etc.)Improve customer satisfaction by implementing effective support strategiesCoordinate with internal teams (operations, logistics, marketing) for issue resolutionTrain new team members and conduct regular performance reviewsMaintain and optimize support processes, SOPs, and workflowsAnalyze customer feedback and suggest improvements in products/servicesEnsure smooth handling of queries across channels (calls, emails, chat, WhatsApp, social mediaRequirements:2- 4 years of experience in customer support, with at least 1-2 years in a leadership rolePrior experience in D2C / E-commerce brand is mandatoryStrong communication and problem-solving skillsExperience with CRM tools (Freshdesk, Zendesk, etc.)Ability to handle high-pressure situations and manage escalationsGood understanding of order management, returns, refunds, and logistics processes Apply on Kit Job: kitjob.in/job/4ndrfs