# Customer Service Team Lead

**Company:** [Articore Group](null/companies/qHpxJpoN62YHb3uDzQmMaN.md)
**Location:** Gurugram, India
**Workplace:** hybrid
**Employment type:** Full-time
**Department:** Marketplace Operations

[Apply for this job](null/view/09aa4b19-6d05-4812-872d-2d38f985feb7)

## Description

This is a founding leadership role. You will recruit, onboard, train, and manage a team of approximately 10 Customer Service Executives handling email and live chat support for US customers. You will operate with a high degree of autonomy, reporting directly to the Director of Customer Service (US-based). This role requires someone who has built or led international BPO teams before and can create structure, maintain quality, and drive team performance independently.

-   Lead day-to-day operations of a 10-member India CS team on a US night shift — scheduling, attendance, queue health, and escalation management
-   Own onboarding and training for new agents: product knowledge, SOP walkthroughs, tool training (Zendesk, Slack, Asana), and quality calibration
-   Conduct regular QA reviews of agent tickets and deliver structured, one-on-one coaching and feedback
-   Monitor team-level CSAT, FCR, and handle time metrics; surface trends and flag risks proactively to the Director of Customer Service
-   Serve as first escalation point for complex or sensitive customer issues
-   Manage agent performance formally, including PIPs and documentation, in line with Indian employment law
-   Provide clear async updates to US leadership via Slack and Asana on team performance, blockers, and key decisions
-   Drive team retention and engagement, with particular attention to the challenges of a sustained night shift schedule

## Requirements

-   4–8 years total experience in customer service / BPO, with minimum 2 years in a Team Lead, Senior TL, or Supervisor role
-   Must have experience managing teams supporting US or UK clients in an international process
-   Proven track record of running agent onboarding and training programs independently, without real-time support from offshore leadership
-   Strong written English: able to communicate clearly and with context to a US-based manager, primarily asynchronously
-   Hands-on experience with Zendesk; working knowledge of Slack and Asana or equivalent project management tools
-   Comfortable owning scheduling, attendance, and first-line HR responsibilities for a remote team
-   Graduate degree (any stream)