Customer Service Team Lead

DescriptionThis is a founding leadership role. You will recruit, onboard, train, and manage a team of approximately 10 Customer Service Executives handling email and live chat support for US customers. You will operate with a high degree of autonomy, reporting directly to the Director of Customer Service (US-based). This role requires someone who has built or led international BPO teams before and can create structure, maintain quality, and drive team performance independently.

Lead day-to-day operations of a 10-member India CS team on a US night shift scheduling, attendance, queue health, and escalation managementOwn onboarding and training for new agents: product knowledge, SOP walkthroughs, tool training (Zendesk, Slack, Asana), and quality calibrationConduct regular QA reviews of agent tickets and deliver structured, one-on-one coaching and feedbackMonitor team-level CSAT, FCR, and handle time metrics; surface trends and flag risks proactively to the Director of Customer ServiceServe as first escalation point for complex or sensitive customer issuesManage agent performance formally, including PIPs and documentation, in line with Indian employment lawProvide clear async updates to US leadership via Slack and Asana on team performance, blockers, and key decisionsDrive team retention and engagement, with particular attention to the challenges of a sustained night shift scheduleRequirements48 years total experience in customer service / BPO, with minimum 2 years in a Team Lead, Senior TL, or Supervisor roleMust have experience managing teams supporting US or UK clients in an international processProven track record of running agent onboarding and training programs independently, without real-time support from offshore leadershipStrong written English: able to communicate clearly and with context to a US-based manager, primarily asynchronouslyHands-on experience with Zendesk; working knowledge of Slack and Asana or equivalent project management toolsComfortable owning scheduling, attendance, and first-line HR responsibilities for a remote teamGraduate degree (any stream) .