BookLeaf Publishing
Website:
bookleafpub.in
Job details:
Customer Service Team Lead
BookLeaf Publishing | New Delhi
Location: 2E/18, BLK Tower, Jhandewalan Extension, Near Metro Station Gate No. 2, New Delhi – 110055
Employment Type: Full-time | On-site
Working Days: Monday to Friday
Working Hours: 10:00 AM – 6:00 PM
Experience Required: 3–5 years in Customer Support, including at least 1 year in a team leadership role
About BookLeaf Publishing
BookLeaf Publishing is a growing self-publishing company that helps authors bring their books to life through publishing, printing, global distribution, and marketing services.
We work with authors at different stages of their publishing journeys and are committed to providing a transparent, responsive, and reliable customer experience.
As we continue to grow, we are looking for a hands-on Customer Service Team Lead who can take ownership of daily support operations, guide the team, resolve escalations, and ensure that every author receives timely and meaningful assistance.
About the Role
We are looking for someone who can do more than simply supervise a team.
The ideal candidate is an experienced customer support professional who is comfortable working directly with customers, managing a busy ticketing environment, coaching team members, and taking responsibility for unresolved issues.
As the Customer Service Team Lead, you will be responsible for ensuring that the team functions efficiently, customer concerns are addressed within defined timelines, and service quality remains consistently high.
This is a hands-on leadership position requiring strong execution, accountability, and problem-solving skills.
Key Responsibilities
1. Team Leadership & Daily Operations
- Supervise day-to-day activities of the customer support team and ensure smooth operations.
- Allocate tickets and responsibilities based on workload, urgency, and team capacity.
- Monitor productivity, attendance, task completion, and individual performance.
- Conduct regular team check-ins to review priorities, pending issues, and operational challenges.
- Coach team members to improve communication, ownership, and problem-solving.
2. Ticket Management & SLA Compliance
- Monitor incoming queries, pending tickets, overdue cases, and unresolved customer concerns.
- Ensure timely first responses, follow-ups, and resolutions in accordance with defined SLAs.
- Identify and proactively address tickets that are ageing, repeatedly reopened, or awaiting internal updates.
- Maintain clear ticket ownership so that no customer query is overlooked.
- Ensure accurate documentation and appropriate categorisation of customer interactions.
3. Customer Escalations & Resolution
- Personally handle complex, sensitive, and high-priority customer escalations.
- Investigate complaints, identify the underlying issue, and coordinate practical resolutions.
- Ensure customers receive clear, empathetic, and accurate updates throughout the resolution process.
- Follow up on escalated cases until closure rather than simply forwarding them to another department.
4. Quality Assurance & Team Development
- Regularly review support tickets, email responses, and customer interactions for accuracy, tone, and professionalism.
- Identify knowledge gaps and provide actionable feedback to team members.
- Ensure adherence to company policies, approved communication guidelines, and standard operating procedures.
- Support onboarding and training of new customer service executives.
5. Performance Monitoring & Reporting
- Track key support metrics, including:
- First Response Time (FRT)
- Resolution Time
- SLA Compliance
- Open and Overdue Tickets
- Reopened Tickets
- Customer Satisfaction (CSAT)
- Individual Productivity and Response Quality
- Prepare concise daily and weekly performance reports.
- Highlight recurring complaints, unresolved escalations, and operational bottlenecks.
- Recommend and implement practical improvements based on customer feedback and support data.
6. Cross-Functional Coordination
- Work closely with publishing, printing, listing, fulfilment, technical, and other internal teams to resolve customer issues.
- Follow up on internal dependencies and ensure customers receive timely updates.
- Identify recurring process gaps and help prevent similar issues from affecting other customers.
Required Qualifications & Experience
- Bachelor's degree in any discipline.
- 3–5 years of experience in customer service, customer support, or client servicing.
- Minimum 1 year of proven experience leading or supervising a customer support team.
- Previous experience managing ticket queues, customer escalations, and team workloads.
- Strong written and spoken English communication skills.
- Experience using CRM or helpdesk platforms such as Freshdesk, Zendesk, Zoho Desk, or similar systems.
- Ability to understand support metrics, prepare reports, and identify areas for improvement.
- Strong problem-solving abilities with a proactive and solution-oriented approach.
- Excellent organisational skills, attention to detail, and the ability to manage competing priorities.
- Willingness to work directly on escalated tickets when required.
Good to Have
- Hands-on experience with Freshdesk or a similar ticketing platform.
- Experience managing email-based customer support teams.
- Familiarity with SLA monitoring, ticket audits, quality assurance, and CSAT reporting.
- Previous experience in publishing, e-commerce, education, SaaS, or other service-oriented industries.
- Experience improving support workflows, creating SOPs, or training customer service executives.
- Familiarity with AI-assisted customer support tools and automated ticket workflows.
What We're Looking For
We value ownership over excuses, resolution over escalation, and consistency over occasional performance.
The right candidate will be someone who:
- Takes personal responsibility for ensuring that customer problems are resolved.
- Can balance empathy for customers with operational discipline.
- Is confident holding team members accountable while helping them improve.
- Notices problems before they become major escalations.
- Can independently prioritise urgent issues and make sound decisions.
- Believes that excellent customer support is measured by the customer's actual experience, not simply the number of tickets closed.
How to Apply
Interested candidates can email their updated CV to hr@bookleafpub.in with the subject line:
Application – Customer Service Team Lead
Please include your total customer support experience, team leadership experience, current CTC, expected CTC, and notice period.
- Work Location: Jhandewalan, New Delhi (On-site)
Click on Apply to know more.
