Website:
drveda.in
Job details:
Location: Kohat Enclave, Pritampura, Delhi-110034
Experience: 2–4 Years
Position - Team Leader Customer Support
Immediate Joiners Preferred!
Prior experience in D2C / beauty / wellness brands preferred!!
Job Overview:
We are looking for an experienced and proactive Customer Support Team Leader to manage and lead our customer service team for a fast-growing D2C brand. The ideal candidate should have strong leadership skills, a customer-first mindset, and hands-on experience in handling high-volume support operations across multiple channels
Key Responsibilities:
Lead, manage, and mentor the customer support team to deliver exceptional customer experience
Handle escalations and ensure timely resolution of customer queries and complaints
Monitor team performance, KPIs, and SLAs (TAT, CSAT, resolution rate, etc.)
Improve customer satisfaction by implementing effective support strategies
Coordinate with internal teams (operations, logistics, marketing) for issue resolution
Train new team members and conduct regular performance reviews
Maintain and optimize support processes, SOPs, and workflows
Analyze customer feedback and suggest improvements in products/services
Ensure smooth handling of queries across channels (calls, emails, chat, WhatsApp, social media
Requirements:
2- 4 years of experience in customer support, with at least 1-2 years in a leadership role
Prior experience in D2C / E-commerce brand is mandatory
Strong communication and problem-solving skills
Experience with CRM tools (Freshdesk, Zendesk, etc.)
Ability to handle high-pressure situations and manage escalations
Good understanding of order management, returns, refunds, and logistics processes
Click on Apply to know more.