Posted Jan 11, 2026 206 views
Job Overview
We are looking for a Team Lead for our Customer Support Department who will both lead the customer support team and actively participate in core customer support tasks. The role requires balancing operational execution with team supervision, quality control, and performance management to ensure smooth day-to-day operations and high customer satisfaction.
Key Responsibilities 1. Customer Support Operations
The Team Lead will actively support the team by performing customer representative duties when required, for example:
- Order placement.
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Order fulfilment and tracking updates on Shopify.
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Managing customer complaints via WhatsApp and monitoring review platforms.
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Maintaining and updating customer/order data in Excel.
Note: These tasks will be performed as needed and at a reduced volume, alongside leadership responsibilities.
2. Team Supervision & Daily Operations
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Supervise daily activities of customer support representatives.
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Distribute workload and ensure priority tasks are completed on time.
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Act as the first escalation point for operational or customer-related issues.
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Ensure adequate coverage during peak hours or staff shortages.
3. Performance Monitoring & Accountability
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Review daily performance sheets and ensure targets and working hours are met.
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Identify performance gaps and provide coaching or corrective guidance.
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Escalate persistent underperformance or compliance issues to management.
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Monitor overtime and report exceptions when required.
4. Quality Control & Accuracy
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Review orders, fulfilment updates, RCP handling, and data entries for accuracy.
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Ensure SOPs are consistently followed across all customer support processes.
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Identify recurring errors and implement corrective measures.
6. Process Improvement & Reporting
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Identify inefficiencies in workflows and recommend improvements.
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Consolidate team data and prepare operational reports.
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Analyze complaint trends and suggest preventive actions.
7. Training & Team Development
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Train new customer representatives.
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Provide ongoing coaching and refresher training to existing team members.
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Share best practices to improve team efficiency and service quality.
8. Communication & Compliance
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Act as a communication bridge between customer support staff and management.
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Ensure compliance with company policies, SOPs, and work schedules.
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Document performance discussions and disciplinary actions when necessary.
Requirements & Qualifications
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Experience in customer support or operations, preferably in an e-commerce environment.
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Prior experience as a senior customer support representative or team lead.
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Proficiency in Microsoft Office.
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Strong leadership, organizational, and communication skills.
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Ability to balance hands-on work with supervisory responsibilities.
What We Offer
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Career growth and leadership development opportunities.
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A collaborative and fast-paced work environment.
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Competitive compensation based on experience.
Skills
Job Details
Aikon World LLC
.
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