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Team Lead - Customer Support
Team Lead - Customer Support
Enlight Now Healthcare Pvt Ltd's logo

Team Lead - Customer Support

Shruthi Upadhyaya's profile picture
Posted by Shruthi Upadhyaya
3 - 5 yrs
₹3L - ₹8L / yr
Bengaluru (Bangalore)
Skills
SLA
CSAT
Quality control
AHT
Team leadership

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 PM


Job 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 tickets


Key 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 collaboration


Mandate 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

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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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About Enlight Now Healthcare Pvt Ltd

Founded :
2022
Type :
Services
Size :
100-1000
Stage :
Raised funding

About

Join Elevate Now’s expert doctor-led weight loss program for real results. Personalized coaching and full support to help you reach your fitness goals.
Read more

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Shubham Vishwakarma

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