Customer Service Team Lead
This 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 management
- Own onboarding and training for new agents: product knowledge, SOP walkthroughs, tool training (Zendesk, Slack, Asana), and quality calibration
- Conduct regular QA reviews of agent tickets and deliver structured, one-on-one coaching and feedback
- Monitor team-level CSAT, FCR, and handle time metrics; surface trends and flag risks proactively to the Director of Customer Service
- Serve as first escalation point for complex or sensitive customer issues
- Manage agent performance formally, including PIPs and documentation, in line with Indian employment law
- Provide clear async updates to US leadership via Slack and Asana on team performance, blockers, and key decisions
- Drive team retention and engagement, with particular attention to the challenges of a sustained night shift schedule
- 4–8 years total experience in customer service / BPO, with minimum 2 years in a Team Lead, Senior TL, or Supervisor role
- Must have experience managing teams supporting US or UK clients in an international process
- Proven track record of running agent onboarding and training programs independently, without real-time support from offshore leadership
- Strong written English: able to communicate clearly and with context to a US-based manager, primarily asynchronously
- Hands-on experience with Zendesk; working knowledge of Slack and Asana or equivalent project management tools
- Comfortable owning scheduling, attendance, and first-line HR responsibilities for a remote team
- Graduate degree (any stream)
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