Customer Support Team Leader (Rohini)

Location: Kohat Enclave, Pritampura, Delhi- 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 robust 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 Good understanding of order management, returns, refunds, and logistics processes Apply on Kit Job: kitjob.in/job/4n9v97