Team Lead - Customer Support
Team Lead - Customer Support
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Job Description
A leading consultancy is looking for a dynamic and customer-focused Team Lead to spearhead our Customer Support function in the consulting domain.
Key Responsibilities:
Lead mentor and manage a team of customer support executives ensuring high-quality client interactions.
Handle escalations and ensure timely resolution of client queries issues and service requests.
Monitor team performance using KPIs/SLAs and provide regular feedback for continuous improvement.
Coordinate with consulting teams to resolve complex client concerns and maintain client satisfaction.
Implement process improvements to enhance efficiency and customer experience.
Train new team members and keep the team updated with company processes and client expectations.
Prepare performance reports and share actionable insights with senior management.
Requirements
Key Skills & Competencies:
Strong leadership and team management abilities.
Excellent communication interpersonal and problem-solving skills.
Ability to handle pressure and multitask in a fast-paced consulting environment.
Client-oriented mindset with a proactive approach to issue resolution.
Familiarity with CRM and support ticketing systems.
Benefits
Qualifications & Experience:
Bachelor s degree in Business Management or related field (MBA preferred).
3 5 years of experience in customer support with at least 1 2 years in a leadership role.
Prior experience in the consulting industry is an added advantage.
Requirements: Bachelor's degree in Business, Marketing, or a related field. 1 3 years of experience in business development, preferably in consulting or B2B sales. Excellent verbal and written communication skills. Strong interpersonal and client management skills. Proficient in CRM tools and MS Office (especially PowerPoint and Excel). Goal-oriented, self-motivated, and proactive in lead generation. Understanding of consulting services and client solution alignment is a plus.
Employment Type
Full Time
