Customer Service Team Lead

This is a founding leadership role. You will recruit, onboard, train, and manage a team of approximately 10 Customer Service Executives handling email and live chat support for US customers. You will operate with a high degree of autonomy, reporting directly to the Director of Customer Service (US-based). This role requires someone who has built or led international BPO teams before and can create structure, maintain quality, and drive team performance independently.

Lead day-to-day operations of a 10-member India CS team on a US night shift — scheduling, attendance, queue health, and escalation management

Own onboarding and training for new agents: product knowledge, SOP walkthroughs, tool training (Zendesk, Slack, Asana), and quality calibration

Conduct regular QA reviews of agent tickets and deliver structured, one-on-one coaching and feedback

Monitor team-level CSAT, FCR, and handle time metrics; surface trends and flag risks proactively to the Director of Customer Service

Serve as first escalation point for complex or sensitive customer issues

Manage agent performance formally, including PIPs and documentation, in line with Indian employment law

Provide clear async updates to US leadership via Slack and Asana on team performance, blockers, and key decisions

Drive team retention and engagement, with particular attention to the challenges of a sustained night shift schedule

4–8 years total experience in customer service / BPO, with minimum 2 years in a Team Lead, Senior TL, or Supervisor role

Must have experience managing teams supporting US or UK clients in an international process

Proven track record of running agent onboarding and training programs independently, without real-time support from offshore leadership

Strong written English: able to communicate clearly and with context to a US-based manager, primarily asynchronously

Hands-on experience with Zendesk; working knowledge of Slack and Asana or equivalent project management tools

Comfortable owning scheduling, attendance, and first-line HR responsibilities for a remote team

Graduate degree (any stream)