Team Lead – Customer Support – EatEasily Online Pvt. Ltd – Full Job Description

Company: EatEasily Online Pvt. Ltd
Location: Bengaluru, Karnataka
Job Type: Full-time
Salary: ₹45,000 – ₹50,000 a month

Job Summary: We are looking for a proactive and experienced Customer Support Team Lead to manage and guide our customer support representatives. The ideal candidate will be responsible for ensuring high levels of customer satisfaction, driving team performance, and fostering a culture of customer-centricity and operational excellence.

Key Responsibilities:

• Lead, mentor, and manage a team of customer support executives to deliver exceptional service across multiple channels (email, chat, phone, social media).
• Monitor daily operations and ensure timely resolution of customer queries and complaints.
• Track and report team performance through KPIs and SLAs — including response time, resolution time, customer satisfaction (CSAT), and quality scores.
• Provide regular feedback, coaching, and support to team members to drive performance and engagement.
• Handle escalations and sensitive customer issues professionally and efficiently.
• Collaborate with cross-functional teams (Product, Tech, Operations) to resolve customer pain points and improve processes.
• Identify training needs and facilitate skill development for the team.
• Contribute to process improvement initiatives to optimize customer experience.
• Prepare periodic reports on team performance, customer trends, and feedback.

Key Skills & Competencies:

• Strong leadership and people management skills.
• Excellent communication (verbal & written) and problem-solving abilities.
• Customer-first mindset with a focus on empathy and resolution.
• Ability to work in a fast-paced, dynamic environment.
• Analytical mindset with the ability to track metrics and drive data-backed decisions.
• Strong conflict resolution and escalation handling skills.

Experience & Qualifications:

• 3-5 years of experience in Customer Support, with at least 1-2 years in a Team Lead or supervisory role.
• Experience managing customer support teams in a B2C or B2B environment preferred.
• Hands-on experience with customer support tools and CRM systems (e.g., Zendesk, Freshdesk, Salesforce, etc.).
• Bachelor’s degree in any discipline.

Job Type: Full-time

Pay: ₹45,000.00 – ₹50,000.00 per month

Schedule:

• Evening shift
• Night shift
• Rotational shift

Supplemental Pay:

• Overtime pay

Ability to commute/relocate:

• Chikkamaranahalli, Bengaluru – 560094, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of experience do you have handling a team?

Education:

• Bachelor’s (Preferred)

Experience:

• total work: 4 years (Required)

Language:

• Hindi (Preferred)
• English (Required)

Shift availability:

• Night Shift (Preferred)
• Overnight Shift (Preferred)

Application Deadline: 18/04/2025

Expected Start Date: 18/04/2025