Job Title:  Consultant | Customer Experience | Bengaluru Eco space | Customer Strategy & Design

Role Overview - The Team Leader – Product Support is responsible for leading a team of Product Support Specialists across Entry, Standard, and Advanced tiers. This role ensures consistent delivery of high-quality customer experience, operational KPIs, productivity outcomes, and revenue enablement performance. Acting as the first line of leadership, the Team Leader oversees day‑to‑day operations, drives team capability through coaching and development, handles escalations, and ensures strict adherence to quality, compliance, and Zero Tolerance Policy (ZTP) standards. The position requires strong management capability, operational discipline, and the ability to enable both performance and engagement across the team.

Key Responsibilities - The Team Leader oversees team performance, coaching, escalations, and serve‑to‑sell readiness while maintaining operational excellence. They enable a strong performance culture and ensure consistent delivery of business outcomes.

Team Performance Management

• Drive performance across CSAT/TNPS, Quality, Productivity (AHT, utilization)
• Monitor daily team metrics and take timely corrective actions
• Ensure adherence to schedules, shrinkage targets, and operational discipline

Coaching & Capability Development

• Conduct regular coaching sessions (call audits, side‑by‑sides, structured feedback)
• Improve agent capability in product knowledge, troubleshooting, communication, and serve‑to‑sell behaviors
• Identify bottom-quartile performers and execute targeted improvement plans

Escalation Management

• Handle customer and operational escalations
• Support resolution of complex or high-impact queries
• Ensure timely and effective closure of escalated cases

Revenue Enablement Support

• Reinforce serve‑to‑sell behaviors within the team
• Partner with SER Champions to enhance conversion performance
• Drive awareness and identification of upsell opportunities

Compliance & Quality Governance

• Ensure adherence to QA standards, ZTP guidelines, documentation accuracy, and process compliance
• Act on critical violations within defined timelines

Expectations from the Individual

• Consistently deliver team-level KPIs across quality, productivity, and customer satisfaction
• Foster a strong engagement and performance-driven team culture
• Identify and resolve operational issues proactively
• Maintain high standards of compliance, quality, and customer experience

Required Qualifications

• Bachelor’s degree (Business, Commerce, or related field)
• 3–6 years of experience in customer support operations
• 1–2 years of team leadership experience

Skills Required (Tabular Format)

Skill Category

Skills Included

Functional Skills

• Performance management & reporting

• Coaching and feedback delivery

• Escalation handling

Communication Skills

• Strong verbal and written communication

• Versant C1 preferred

Analytical Skills

• Ability to interpret performance metrics

• Data‑driven decision making

Behavioral & Cultural Fit

• Strong people leadership capability

• Accountability for team outcomes

• Ability to work under pressure in high‑volume environments

• Coaching and development mindset

Success Metrics

• Team CSAT/TNPS
• Quality scores
• Productivity and utilization
• Attrition and team engagement
• Sales / serve‑to‑sell contribution