Team Lead Customer Support

Connect and Heal is hiring Team Lead- Customer Support job in Bengaluru (Bangalore) | Cutshort

Team Lead- Customer Support
Team Lead- Customer Support

5
\- 8 yrs
₹5L - ₹7L / yr
Bengaluru (Bangalore)
Skills
Team leadership
Customer Service
Escalation management
Voice processing
Job Title: Customer Support Team Lead
📍 Location: Bangalore
💼 Employment Type: Full-time
🕒 Shift: \[Day / Rotational\]
👥 Team Size: 8–15 agents (approx.)
Job Summary
We are looking for an experienced Customer Support Team Lead to manage and mentor a team of customer support executives. The ideal candidate will ensure service quality, meet SLAs, drive team performance, and act as the first level of escalation while maintaining a customer-first mindset.
Key Roles & Responsibilities
A. Team Management & Performance
– Lead, coach, and manage a team of customer support executives
– Monitor daily performance metrics including AHT, CSAT, FCR, SLA adherence
– Conduct regular 1:1s, performance reviews, and feedback sessions
– Prepare rosters and manage attendance to ensure adequate coverage
B. Operations & Service Delivery
– Ensure smooth handling of inbound/outbound calls, emails, and chats
– Act as the first point of escalation for customer issues
– Ensure adherence to processes, SOPs, and quality standards
– Identify gaps and drive process improvements
C. Quality, Training & Compliance
– Conduct call audits and quality checks
– Identify training needs and coordinate with training/QA teams
– Support onboarding and nesting of new joiners
– Ensure compliance with company policies and regulatory requirements
D. Reporting & Stakeholder Coordination
– Prepare and share daily/weekly MIS and performance reports
– Coordinate with internal teams (Operations, Product, Tech, QA) for issue resolution
– Share insights, trends, and improvement opportunities with management
Qualifications & Skills
– Graduate in any discipline (Postgraduate preferred)
– 5–8 years of experience in customer support, with 2–3 years as Team Lead
– Strong understanding of contact center metrics and SLAs
– Excellent communication, people management, and problem-solving skills
– Proficiency in MS Excel and CRM tools
– Ability to work in a fast-paced, target-driven environment
Preferred Skills
– Experience in BPO / Customer Support / Healthcare support (if applicable)
– Exposure to multi-channel support (voice, email, chat)
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Companies hiring on Cutshort

Founded
:
2016
Type
:
Services
Size
:
100-1000
Stage
:
Profitable
About
Connect and Heal is a healthcare startup providing holistic outcome-focused, patient-centric care. It acquires its users through its diverse corporate clientele, which includes startups, MSMEs, and Fortune 500 companies. Over the past six years, it has built a subscriber base that is arguably one of the largest in the industry. Today it touches over 6 million lives. It was founded by Sanjay Vinayak, Elwinder Singh, and Galveender Kaur in 2016. Prashant Kashyap joined as the fourth co-founder in 2022. Headquartered in Bengaluru, Connect and Heal serves as the first port of call for the healthcare needs of employees of several organizations and their families. Through virtual and in-person care anywhere, anytime, it strives to provide a care continuum to its users. By standardizing clinical care, Connect and Heal is helping patients receive care that matches global benchmarks. Its services include 360-degree integrated healthcare, including acute and primary care, emergency response, chronic care management, preventive health checks, investigative diagnostics, health management, hospital assistance, and concierge care. The company has 2500+ doctors and specialists on the panel, backed by an extensive network of 6000+ hospitals and clinics and 3500+ diagnostic centers and pharmacies across 8000+ pin codes. It is also the largest aggregator of ambulances, with more than 4000 vehicles. Today Connect and Heal touches over 6 million lives across 400+ organizations. With 70,000+ doctor consultations and 10,000+ health screenings every month, it serves users in over 300 cities across India.
Read more
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