Customer Service Team Lead

Description

This is a founding leadership role. You will recruit, onboard, train, and manage a team of approximately 10 Customer Service Executives handling email and live chat support for US customers. You will operate with a high degree of autonomy, reporting directly to the Director of Customer Service (US-based). This role requires someone who has built or led international BPO teams before and can create structure, maintain quality, and drive team performance independently.

• Lead day-to-day operations of a 10-member India CS team on a US night shift — scheduling, attendance, queue health, and escalation management
• Own onboarding and training for new agents: product knowledge, SOP walkthroughs, tool training (Zendesk, Slack, Asana), and quality calibration
• Conduct regular QA reviews of agent tickets and deliver structured, one-on-one coaching and feedback
• Monitor team-level CSAT, FCR, and handle time metrics; surface trends and flag risks proactively to the Director of Customer Service
• Serve as first escalation point for complex or sensitive customer issues
• Manage agent performance formally, including PIPs and documentation, in line with Indian employment law
• Provide clear async updates to US leadership via Slack and Asana on team performance, blockers, and key decisions
• Drive team retention and engagement, with particular attention to the challenges of a sustained night shift schedule
  
  

• 4–8 years total experience in customer service / BPO, with minimum 2 years in a Team Lead, Senior TL, or Supervisor role
• Must have experience managing teams supporting US or UK clients in an international process
• Proven track record of running agent onboarding and training programs independently, without real-time support from offshore leadership
• Strong written English: able to communicate clearly and with context to a US-based manager, primarily asynchronously
• Hands-on experience with Zendesk; working knowledge of Slack and Asana or equivalent project management tools
• Comfortable owning scheduling, attendance, and first-line HR responsibilities for a remote team
• Graduate degree (any stream)