Customer Support Leader

Location

Ahmedabad (Work from Office)

Shift

Night Shift (US Shift)

Employment Type

Full-time

About the Role

We are looking for an experienced and dynamic Team Leader – US Process (QuickBooks Live) to lead a team of accounting and customer support professionals. The ideal candidate will be responsible for driving team performance, ensuring service excellence, coaching team members, and meeting operational and quality targets while delivering an exceptional customer experience.

Key Responsibilities

Lead, coach, and manage a team of accounting and customer support professionals.

Monitor daily team performance, productivity, attendance, and adherence to schedules.

Conduct regular team huddles, one-on-one meetings, and performance reviews.

Ensure achievement of key performance indicators (KPIs), including productivity, quality, customer satisfaction (CSAT), and service levels.

Handle customer escalations and provide timely resolution.

Monitor calls, chats, and case quality to ensure compliance with process and quality standards.

Identify training and coaching needs and support team development.

Collaborate with Quality, Training, Workforce Management, and Operations teams to improve overall performance.

Prepare daily, weekly, and monthly operational reports and MIS.

Drive employee engagement initiatives and maintain high team morale.

Ensure adherence to company policies, data security, and client compliance requirements.

Eligibility

Graduate in any discipline (Commerce or Accounting background preferred).

Minimum 3–5 years of experience in a US BPO/Customer Support environment.

At least 2 year of experience as a Team Leader or in a people management role.

Excellent verbal and written English communication skills.

Strong leadership, coaching, and stakeholder management skills.

Comfortable working in US Night Shift.

Preferred Skills

Experience managing Voice and/or Chat support teams.

Strong understanding of customer service metrics such as AHT, CSAT, Quality, Productivity, and SLA.

Proficiency in Microsoft Excel, reporting, and performance dashboards.

Ability to manage customer escalations and drive process improvements.

Strong analytical and problem-solving skills.

Key Competencies

Leadership & Team Management

Customer-Centric Approach

Performance Management

Communication & Interpersonal Skills

Decision-Making & Problem Solving

Time Management

Coaching & Mentoring

Pay

₹90,000.00 - ₹100,000.00 per month

Benefits

Commuter assistance

Food provided

Health insurance

Leave encashment

Work Location

In person