What the role involves
We are looking for a hands-on Customer Support Team Leader to play a vital role in driving customer satisfaction, managing daily support operations, and aligning team performance with organizational goals. This is a full-time, work-from-office role where the Team Leader is expected to actively participate in operations, lead from the front, and take complete ownership of customer escalations.The role requires a strong balance of people leadership and direct execution, with the ability to adapt across different processes and quickly learn new business segments. The Team Leader will be responsible for ensuring service excellence while continuously improving team performance and customer experience.
Key Responsibilities
Supervise and manage a team of customer support agents by providing continuous guidance, coaching, and operational support to ensure consistent performance and service quality.
Set clear performance expectations and goals for the team and closely monitor key metrics such as response time, resolution rate, productivity, adherence, and customer satisfaction scores.
Actively contribute as an individual contributor by handling complex and high-priority customer cases and taking end-to-end ownership of customer escalations from investigation to final resolution.
Ensure timely and effective resolution of escalated issues with a strong focus on customer satisfaction and long-term issue prevention through proper Root Cause Analysis.
Drive operational efficiency by managing daily workflows, resource allocation, queue monitoring, and ensuring SLAs are met without disruption.
Build and maintain a positive, collaborative, and accountable team culture focused on delivering high-quality customer support.
Conduct regular performance evaluations, provide constructive feedback, and support the professional growth and development of team members.
Work closely with cross-functional teams such as Training, Quality, Product, and Operations to address customer pain points and improve overall service delivery.
Demonstrate flexibility by working across multiple processes, support channels, or business segments and quickly adapting to new requirements.
Stay updated on industry trends, best practices, and customer support tools to continuously enhance team capabilities and performance.
Qualifications
Bachelors degree in any discipline.
Minimum of 2 years of experience in a customer support leadership or supervisory role with strong hands-on operational exposure.
Proven experience in handling customer escalations independently with end-to-end ownership.
Strong leadership, decision-making, and problem-solving skills with a customer-first mindset.
Excellent verbal and written communication skills.
Working knowledge of Microsoft Office Suite and customer support or CRM platforms.
Ability to perform effectively in a fast-paced, work-from-office environment with changing priorities.
What do we offer?
A startup culture that cares we share ideas freely.
Opportunity to influence our product roadmap: your feedback & insight will matter.
A collaborative work environment- One team, shared mission! We welcome feedback and understand the value of working together.
Performance based recognition and rewards.
About Cityfurnish
Cityfurnish is a rental subscription service for furniture and appliances in India. Today, there are 350M people renting unfurnished or semi-furnished apartments in India; Cityfurnish provides an easy, affordable and hassle-free solution. The founding team shares 25+ years of furniture retailing experience and has grown the business to 8,000+ subscribers.
Full Cityfurnish profile