Customer Support Team Lead (IGT1 Lanka: CFC)
Customer Support Team Lead (IGT1 Lanka: CFC)
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Job Description
About the role:
We are seeking a proactive and experienced Customer Support Team Lead to help guide and support a team of customer support specialists. In this role you will be responsible for overseeing daytoday team operations ensuring highquality customer interactions supporting training and development and assisting in resolving escalated issues. You will play a critical role in maintaining service excellence and team performance in alignment with company standards.
Key Responsibilities:
- Lead and support a team of customer service representatives in their daily tasks.
- Act as the first point of contact for escalated customer issues and provide timely resolution.
- Assist in implementing customer service processes and ensuring team adherence to policies.
- Conduct regular quality checks of customer interactions and provide feedback for improvement.
- Mentor team members through coaching onthejob training and performance support.
- Monitor and report on team performance metrics and KPIs.
- Identify trends in customer feedback and suggest service improvements to management.
- Collaborate with internal teams to resolve complex customer issues and streamline workflows.
- Contribute to documentation and updates of best practices and training materials
Qualifications :
- Previous experience in a customer service or support role with exposure to team leadership or mentoring.
- Proven experience in customer service in a lead level is mandatory (4 5 years of experience)
- Bachelors degree preferred
- Strong interpersonal and communication skills.
- Excellent in people management and team management
- Ability to prioritize multitask and handle challenging situations calmly and professionally.
- A collaborative mindset with a focus on continuous improvement.
- Detailoriented with a customerfirst attitude.
- Working on 24/7 shift hours
Additional Information :
We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
