Customer Support Team Leader

Dr Veda, a fast-growing D2C brand in Delhi, India, seeks an experienced and proactive Customer Support Team Leader. You will manage and lead our customer service team, ensuring an exceptional customer experience. Responsibilities include leading, mentoring, and motivating the team, handling escalations, monitoring KPIs and SLAs (TAT, CSAT, resolution rate), and implementing strategies to enhance customer satisfaction. You'll collaborate with operations, logistics, and marketing for issue resolution, train new hires, conduct performance reviews, and optimize support processes and workflows. Analyzing customer feedback for product/service improvements and ensuring seamless query handling across calls, emails, chat, WhatsApp, and social media are key. Requirements include 3-5 years of customer support experience with 1-2 years in a leadership role, prior D2C/E-commerce brand experience, strong communication and problem-solving skills, experience with CRM tools (e.g., Freshdesk, Zendesk), ability to manage high-pressure situations, and a good understanding of order management, returns, refunds, and logistics.