Customer Support Team Lead

Job Description:We are looking to hire a Customer Support - Team Lead that will be closely working with the company's sales and operations department. We're looking for someone who has strong organisation skills. Customer CRM software and has a team-based approach to working. This is a demanding position and is suitable for candidates who have the ability to work under pressure. Candidates should be flexible to work shifts.Responsibilities Include:Lead and manage a team of customer support representatives to ensure the delivery of prompt, efficient, and high-quality support services to new and existing clients.Provide ongoing training, coaching and performance feedback to team members to enhance their skills, productivity, and customer service excellence.Develop and implement standard operating procedures (SOPs) and best practices for handling customer inquiries, complaints, and escalations effectively and efficiently.Monitor team performance metrics, including response times, resolution rates, customer satisfaction scores, and adherence to service level agreements (SLAs), and take corrective actions as needed to meet or exceed targets.Act as a point of escalation for complex customer issues and complaints, resolving them in a timely and professional manner while maintaining positive client relationships.Collaborate with other departments, such as sales and operations, to address customer concerns, implement process improvements and ensure regulatory compliance.Foster a positive and inclusive work environment that promotes teamwork, collaboration, and continuous learning.Prepare and present regular reports and performance updates to senior management, highlighting key achievements, challenges and opportunities for improvement within the customer support department.Uphold company policies, values and ethical standards, ensuring compliance with all relevant regulations and guidelines governing the forex industry.Requirements:Bachelor's degree in a related discipline is required.4-5 years of relevant experience.Should have good written and verbal communication skills.Proficiency in Microsoft Office: Excel, Word.SLA ManagementProven ability to work with little supervision and identify issues requiring escalationAbility to handle the team, coach, guide and instil responsibility .Customer and team focused.Evening & Night Shift (Rotational basis)*Immediate joiners are preferred. PRB