
Job Title: Customer Support Team Lead
š Location: Bangalore
š¼ Employment Type: Full-time
š Shift: [Day / Rotational]
š„ Team Size: 8ā15 agents (approx.)
Job Summary
We are looking for an experienced Customer Support Team Lead to manage and mentor a team of customer support executives. The ideal candidate will ensure service quality, meet SLAs, drive team performance, and act as the first level of escalation while maintaining a customer-first mindset.
Key Roles & Responsibilities
A. Team Management & Performance
- Lead, coach, and manage a team of customer support executives
- Monitor daily performance metrics including AHT, CSAT, FCR, SLA adherence
- Conduct regular 1:1s, performance reviews, and feedback sessions
- Prepare rosters and manage attendance to ensure adequate coverage
B. Operations & Service Delivery
- Ensure smooth handling of inbound/outbound calls, emails, and chats
- Act as the first point of escalation for customer issues
- Ensure adherence to processes, SOPs, and quality standards
- Identify gaps and drive process improvements
C. Quality, Training & Compliance
- Conduct call audits and quality checks
- Identify training needs and coordinate with training/QA teams
- Support onboarding and nesting of new joiners
- Ensure compliance with company policies and regulatory requirements
D. Reporting & Stakeholder Coordination
- Prepare and share daily/weekly MIS and performance reports
- Coordinate with internal teams (Operations, Product, Tech, QA) for issue resolution
- Share insights, trends, and improvement opportunities with management
Qualifications & Skills
- Graduate in any discipline (Postgraduate preferred)
- 5ā8 years of experience in customer support, with 2ā3 years as Team Lead
- Strong understanding of contact center metrics and SLAs
- Excellent communication, people management, and problem-solving skills
- Proficiency in MS Excel and CRM tools
- Ability to work in a fast-paced, target-driven environment
Preferred Skills
- Experience in BPO / Customer Support / Healthcare support (if applicable)
- Exposure to multi-channel support (voice, email, chat)

About Connect and Heal
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Core PHP (Knowledge of functions, Methods, PHP OOPS Concept, Ajax, MySQL, Jquery), Javascript, Basic knowledge of HTML, CSS, MVC Structure
Knowledge about socket
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influencers (especially nano and micro level influencers) partner with different brands.
Its focus was to convert consumers into brand marketers and build strong word of
mouth advocacy at scale. The team shifted base from Kolkata to Mumbai in September 2019 for better partnerships. Last month, the startup pivoted to the current format to build more stable revenue streams for the influencers and creators.
The team believes that there is a bigger untapped opportunity in India for the
same, considering the craze around celebrities/influencer in India.
Each influencer or celebrity is listed on the platform, with rates specified by
them. The user can click on their favourite celebrity and make a payment. S/he receives a shoutout within the next seven days.
The Growth Metrics
They started as an influencer marketplace that ran for over 10 months working with over 100 brands, including Hershey's, Bounce, and Raw Pressery, and on-boarded over 80,000 influencers. In February, they clocked over $150,000 in GMV and $37,000 in revenue, almost jumping 400 percent from the previous month. Since it pivoted, the
platform has done 310 shoutouts. Influencer marketing has grown as an industry over
the last few years from $1.7 billion in 2016 to $4.6 billion in 2018. According to reports,
global influencer marketing is poised to be a $20 billion industry by 2020. Of this, India
accounts for a fledgling chunk of between $75 and $150 million.
Role Overview
Required Skills for this Role:
ļ· Strong experience with full-stack Javascript framework, Mongo DB,Express,
React.JS, Node JS.
ļ· Must have worked with creation of deeplinks for mobile apps
ļ· Must be well experienced in AWS, especially elastic bean in AWS
ļ· Must have worked with push notifications service
ļ· Must know socket programming
ļ· Self-motivated with the ability to work independently or jointly in a self-directed
way.
ļ· Demonstrated successful development of enterprise-grade web applications
ļ· Proven analytical and problem-solving capabilities
ļ· Comfortable leading product development
ļ· Strong work ethic and desire to build industry-leading products
Also Nice to Have Skills and Background:
ļ· Startup experience
ļ· Worked on product development








