Job Description

Department: Global Customer Support

Location: India

Description

The Customer Support Group Lead is responsible for managing and guiding customer support teams while ensuring strong performance across KPIs, quality, and customer satisfaction. This role requires hands-on leadership, analytical thinking, and the ability to work effectively.

Key Responsibilities


Team Management & Leadership
  • Lead, mentor, and support senior agents and team members.
  • Manage outliers and implement performance improvement plans (PIPs).
  • Foster collaboration, accountability, and a positive team culture.
  • Answer staff queries and provide continuous guidance and feedback.
  • Train, onboard, and support newly hired customer support agents.

Performance & KPI Management
  • Monitor and improve key KPIs such as ...

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