Team Lead - Customer Support

We are seeking a proactive and customer-first Team Lead - Customer Support to manage a team of senior and junior support associates. The ideal candidate takes ownership without waiting for instructions, drives ticket closure, manages day-to-day operations across shifts, and ensures a consistently high-quality customer experience. This role also requires strong stakeholder management to unblock dependencies and close tickets end-to-end.Work Mode• Work at the office - Bangalore Location• 6 days/week• Rotational shifts between 7:00 AM – 10:00 PMJob Description: Key Responsibilities• Lead, mentor, and manage a team of senior and junior customer support associates• Monitor daily ticket queues, ensure SLA adherence, and drive timely closures• Handle escalations with a customer-first mindset and ensure resolution end-to-end• Maintain high standards of customer communication (clarity, empathy, accuracy)• Plan and manage rosters, shift coverage, and hybrid team coordination• Track productivity, adherence, attendance, and overall team performance• Collaborate with Ops/Product/Tech/Finance teams to unblock and close tickets• Identify recurring issues and drive process improvements to reduce repeat ticketsKey Result Areas• SLA adherence: Consistent response and resolution performance• Ticket closure & backlog: High closure rate and reduced aging/pending tickets• Customer experience: Improved CSAT and reduced repeat contacts/escalations• Escalation handling: Faster resolution and better ownership on critical cases• Roster & shift management: Smooth coverage across rotational shifts with minimal gaps• Team performance: Regular coaching and measurable improvement in productivity/quality• Stakeholder coordination: Faster dependency closure and better cross-team collaborationMandate Skills :• 3–5+ years of experience in Customer Experience and team management (TL experience preferred)• Strong people management skills (handling senior + junior associates)• Excellent written and verbal communication with a customer-first mindset• Proactive ownership, strong time management, and ability to multitask• Comfortable with rotational shifts, rosters, and hybrid team management• Strong stakeholder management and ability to drive closure across teams• Familiarity with ticketing tools (Freshdesk, Zendesk, Intercom, or similar) is a plus