Digital Support - Team lead

Role & responsibilities

• Provide leadership, guidance, and coaching to a team of Digital Support Team Members, fostering a positive and high-performance work environment.
• Monitor team performance and productivity, setting clear objectives and targets to ensure the team meets or exceeds customer service metrics and KPIs.
• Conduct regular performance evaluations, provide constructive feedback, and identify training and development opportunities for team members.
• Handle escalated customer issues or complex queries, demonstrating expertise in providing effective solutions.
• Collaborate with cross-functional teams, such as IT, product development, and operations, to address and resolve systemic issues impacting customer support.
• Develop and implement customer service processes, best practices, and standard operating procedures to streamline support operations and improve efficiency.
• Analyze customer support metrics and data to identify trends, areas for improvement, and implement corrective actions to enhance customer satisfaction.
• Conduct regular team meetings, huddles, and training sessions to disseminate information, share best practices, and ensure consistent communication across the team.

Qualifications and Skills:

• Bachelor's degree in any discipline. Additional certifications in customer service or team management are a plus.

• Proven experience in a leadership role in customer support, preferably in Banking/NBFC/Fintech setups.

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

• Strong problem-solving and decision-making abilities, with a customer-centric approach to provide effective solutions.

• Demonstrated ability to analyze data, identify trends, and leverage insights to drive performance/product/process improvements.

• Experience in developing and implementing customer service processes, standard operating procedures, and quality assurance measures.

• Proficiency in using CRM systems and other customer support tools.

• Ability to motivate and inspire team members, fostering a collaborative and positive work environment.

• Flexibility to work as per business requirements, including weekends and holidays (As & When required)