Team Lead - Customer Support (Voylla).

Profile Overview:

- As the Customer Support Team Lead at Voylla, you'll guide a dynamic team of support representatives to ensure exceptional service across phone, email, chat, and social channels.

- You'll oversee team performance, handle escalations, and streamline the returns/exchanges process, all while upholding brand values and delighting customers.

Key Responsibilities:

- Team Leadership & Supervision Lead, coach & mentor a team of customer support agents.

- Set clear KPIs and motivate the team to consistently exceed performance targets.

- Performance Monitoring Track and analyze metrics-such as CSAT, response time, resolution rate-and deliver actionable insights.

- Escalated Issue Resolution Take ownership of complex customer complaints, ensuring prompt, empathetic, and professional outcomes.

- Return & Exchange Management Oversee the end-to-end returns/exchange process), coordinate with logistics/warehouse, and ensure seamless customer satisfaction.

- Training & Development Develop & deliver training sessions to elevate team capabilities in product knowledge, communication, and CRM usage.

- Process Improvement Identify and optimize workflows-such as ticket routing, self-service content, or returns policy-to elevate efficiency and customer experience.

- Cross-functional Collaboration Work closely with Product, Quality, and Warehouse teams to ensure quick issue resolution and rollout of service improvements.

- Reporting & Documentation Generate regular reports on performance, escalations, returns, and resolutions.

- Maintain up-to-date knowledge-base articles and SOPs.

Skills & Qualifications:

- Leadership & Management Proven ability to lead, coach, and inspire a customer support team.

- Customer Service Strong grasp of support operations, escalations, and quality standards.

- Communication Excellent verbal & written English-must be empathetic, clear, and persuasive with customers.

- Analytical & Data-driven Comfortable extracting insights from data-CSAT, ticket volume, resolution trends.

- Conflict Resolution Calm under pressure, adept at resolving escalations tactfully.

- Tools Proficiency Familiarity with CRM systems and Microsoft Office Suite.

- Organizational Skills Strong scheduling, prioritization, and multitasking abilities in a fast-paced retail environment.

- Training & Coaching Experience designing and delivering training and providing regular performance feedback.

- Educational Background Bachelor's degree - ideally in Business, Communication, or related field.

Experience - 2-3 years in customer support, including at least 1 year in a leadership role.

What a Typical Day Looks Like:

- Morning huddle to review KPIs (ticket count, backlog, CSAT) and assign priorities.

- Monitor escalations, intervene when needed.

- Conduct one-on-ones or coaching sessions with team members.

- Analyze daily performance-identify trends or training needs.

- Lead cross-department syncs on escalations or process issues.

- Oversee returns/exchange queue, resolve pending issues.

- Update knowledgebase; refine SOPs.

- Review and finalize scheduling and shifts.

Why Join Voylla?.

Voylla stands at the forefront of fashion jewelry in India-offering innovative designs with fast logistics and excellent customer support.

As Team Lead, you'll shape how our customers connect with our brand, drive continuous service excellence, and have a measurable impact on customer loyalty.