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 afast-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 channelsKey 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 strategiesCoordinate 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 mediaRequirements: 2- 4 years of experience in customer support, with at least 1-2 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 escalationsGood understanding of order management, returns, refunds, and logistics processes