Team Lead Customer Care - instashop
Core
Lead and manage a customer service team to ensure compliance with service standards, resolve escalated issues, and improve operational efficiency for clients and users.
Role type
Team Lead Customer Care
Builds
Customer support operations for an online local marketplace
Domain
E-commerce / Q-commerce / Food delivery
Deliverable
dashboards & analysis
Required skills
Team leadership, quality assurance, conflict resolution, process improvement, KPI analysis, stakeholder collaboration, training and onboarding, time management, problem-solving
Preferred skills
Multitasking, rotational shift flexibility, motivational coaching
Technologies
N/A
Responsibilities
Oversee team performance and adherence to SLAs; evaluate and coach team members on interactions; resolve escalated customer issues; analyze KPIs and implement improvement plans; collaborate with Dispatch, Merchant Support, and Rider Support teams; support team training programs.
Seniority
Mid-level, hands-on IC with team management
