Customer Support - Team Lead

Profile Overview
As the Customer Support Team Lead at Voylla, youll guide a dynamic team of support
representatives to ensure exceptional service across phone, email, chat, and social
channels. Youll oversee team performance, handle escalations, and streamline the
returns/exchanges process, all while upholding brand values and delighting customers.

Key Responsibilities
Team Leadership & Supervision
Lead, coach & mentor a team of customer support agents. Set clear KPIs and
motivate the team to consistently exceed performance targets.
Performance Monitoring
Track and analyze metricssuch as CSAT, response time, resolution rateand
deliver actionable insights.
Escalated Issue Resolution
Take ownership of complex customer complaints, ensuring prompt, empathetic,
and professional outcomes.
Return & Exchange Management
Oversee the end-to-end returns/exchange process), coordinate with
logistics/warehouse, and ensure seamless customer satisfaction.
Training & Development
Develop & deliver training sessions to elevate team capabilities in product
knowledge, communication, and CRM usage.
Process Improvement
Identify and optimize workflowssuch as ticket routing, self-service content, or
returns policyto elevate efficiency and customer experience.
Cross-functional Collaboration
Work closely with Product, Quality, and Warehouse teams to ensure quick issue
resolution and rollout of service improvements.
Reporting & Documentation
Generate regular reports on performance, escalations, returns, and resolutions.
Maintain up-to-date knowledge-base articles and SOPs.

Skills & Qualifications
Leadership & Management
Proven ability to lead, coach, and inspire a customer support team.
Customer Service
Strong grasp of support operations, escalations, and quality standards.
Communication
Excellent verbal & written Englishmust be empathetic, clear, and persuasive with
customers.
Analytical & Data-driven
Comfortable extracting insights from dataCSAT, ticket volume, resolution trends.
Conflict Resolution
Calm under pressure, adept at resolving escalations tactfully.
Tools Proficiency
Familiarity with CRM systems and Microsoft Office Suite.
Organizational Skills
Strong scheduling, prioritization, and multitasking abilities in a fast-paced retail
environment.
Training & Coaching
Experience designing and delivering training and providing regular performance
feedback.

Educational Background
Bachelors degree ideally in Business, Communication, or related field.

Experience
2-3 years in customer support, including at least 1 year in a leadership role.

What a Typical Day Looks Like
Morning huddle to review KPIs (ticket count, backlog, CSAT) and assign priorities.
Monitor escalations, intervene when needed.
Conduct one-on-ones or coaching sessions with team members.
Analyze daily performanceidentify trends or training needs.
Lead cross-department syncs on escalations or process issues.
Oversee returns/exchange queue, resolve pending issues.
Update knowledgebase; refine SOPs.
Review and finalize scheduling and shifts.

Soft Skills

Communication Clear, concise verbal and written interactions; active listening and empathy

Empathy & Emotional Intelligence Understanding customer emotions and staying calm under pressure

Adaptability & Multitasking Handling changing priorities and multiple tasks at once

Problem-Solving & Conflict Resolution Diagnosing issues and mediating escalations calmly

Hard Skills (with Excel focus)

CRM & Helpdesk Tools

Basic Excel Proficiency, including:

Using SUM, AVERAGE, COUNT, MIN, MAX for data calculations

Sorting/filtering to organize and segment data

IF statements and VLOOKUP/XLOOKUP, to conditionally manage and lookup data

PivotTables & Charts Summarise large datasets and visualize trends

Conditional Formatting Instantly highlight important metrics

Dashboard Basics Create simple performance dashboards using tables, charts, and formatting