Pilgrim - Team Lead - Customer Support (2-5 yrs)

About Us:

Founded in 2019 by IIT-B and IIM-A Alumni, Pilgrim is one of the fastest-growing Beauty & Personal Care brands that offers 200+ SKUs across face care, haircare, skincare, makeup and fragrances at over 25,000 pin codes and has grown into a 1000+ offline store omnichannel brand.

Pilgrim is known to handpick the world's best beauty secrets to create exciting and efficacious products that deliver results.

Position Summary:

- The Customer Support Team Leader is responsible for leading a team of customer support representatives to deliver excellent customer service and achieve customer satisfaction goals.

- This role involves managing and coaching team members, monitoring performance, and ensuring efficient resolution of customer inquiries and issues.

- The Team Leader collaborates with other departments to improve processes and enhance the overall customer experience.

Responsibilities:

Team Management:

- Lead and supervise a team of customer support representatives, providing guidance, coaching, and support.

- Set performance expectations, monitor individual and team performance, and conduct regular performance evaluations.

- Foster a positive and collaborative team environment, promoting teamwork and continuous improvement.

- Organize work schedules, allocate resources effectively, and ensure adequate coverage for customer support operations.

Customer Service Excellence:

- Ensure the delivery of exceptional customer service, meeting or exceeding customer satisfaction targets.

- Handle escalated customer inquiries or complaints, providing timely and effective resolutions.

- Stay updated on product knowledge, policies, and procedures to assist team members and customers with accurate information.

- Analyze customer feedback and identify areas for improvement in processes, policies, or service delivery.

Process Improvement:

- Collaborate with cross-functional teams, including product development, delivery and refunds to address customer needs and improve service quality.

- Identify opportunities to streamline processes and enhance operational efficiency without compromising customer experience.

- Propose and implement initiatives to enhance customer support tools, systems, and workflows.

- Monitor key performance indicators (KPIs) and report on team performance, identifying trends and areas requiring improvement.

Training and Development:

- Provide ongoing training and coaching to team members, ensuring their continuous professional growth and development.

- Conduct regular team meetings to communicate updates, share best practices, and address challenges.

- Develop and update training materials, knowledge base articles, and resources to support team members in delivering high-quality customer support.

Reporting and Documentation:

- Maintain accurate and up-to-date records of customer interactions, inquiries, and resolutions.

- Generate reports on team performance, customer satisfaction, and trends in customer inquiries.

- Prepare and present performance reports to management, highlighting achievements, challenges, and recommended actions.

Requirements:

- Bachelor's degree in a relevant field or equivalent work experience.

- Proven experience in a customer support role, with at least 2 years in a leadership or supervisory position.

- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.

- Strong problem-solving and decision-making abilities, with a focus on providing effective and efficient solutions.

- Solid understanding of customer service principles and practices.

- Proficiency in using customer support software, ticketing systems, and CRM tools.

- Ability to analyze data and generate meaningful reports.

- Flexibility to work in a fast-paced and dynamic environment.

- Demonstrated leadership skills, including the ability to motivate and inspire team members.

Location: Andheri East, Mumbai.