Customer Support Team Leader (Rohini)

Location: Kohat Enclave, Pritampura, Delhi-110034

Experience: 2–4 Years

Position
- 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 strong leadership skills, a customer-first mindset, and hands-on experience in handling high-volume support operations across multiple channels

Key Responsibilities:

Lead, manage, and mentor the customer support team to deliver exceptional customer experience

Handle escalations and ensure timely resolution of customer queries and complaints

Monitor team performance, KPIs, and SLAs (TAT, CSAT, resolution rate, etc.)

Improve customer satisfaction by implementing effective support strategies

Coordinate with internal teams (operations, logistics, marketing) for issue resolution

Train new team members and conduct regular performance reviews

Maintain and optimize support processes, SOPs, and workflows

Analyze customer feedback and suggest improvements in products/services

Ensure smooth handling of queries across channels (calls, emails, chat, WhatsApp, social media

Requirements:

8-12 years of experience in customer support, with at least 5-7 years in a leadership role

Prior experience in D2C / E-commerce brand is mandatory

Strong communication and problem-solving skills

Experience with CRM tools (Freshdesk, Zendesk, etc.)

Ability to handle high-pressure situations and manage escalations

Positive understanding of order management, returns, refunds, and logistics processes Apply on Kit Job: kitjob.in/job/4n6h07