Summary:
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We are seeking a capable Team Lead to oversee day to day customer support operations and guide a high performing team. This role requires the ability to mentor, train, and support team members while maintaining service quality, operational discipline, and responsive customer engagement. The ideal candidate should have strong customer service experience, sound judgment, and the flexibility to work across rotating shifts as required.
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Responsibilities:
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Lead day to day customer support activities and help maintain service quality.
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Respond to customer inquiries and support timely issue resolution.
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Guide, train, and support team members in their daily work.
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Monitor team performance and help ensure consistency in service delivery.
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Maintain accurate records of customer interactions, feedback, and service issues.
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Work with internal teams to support coordination and smooth issue handling.
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Promote professional communication, accountability, and customer focused support.
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Escalate important concerns to the project manager or supervisor when needed.
Skills and Qualifications:
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Bachelor’s degree in any discipline with 2 to 3 years of experience in international customer support in a team lead role.
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Strong verbal and written communication skills with the ability to manage customer interactions professionally.
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Good organizational ability with the capacity to manage multiple tasks and priorities in a fast paced environment.
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Strong documentation, recordkeeping, and attention to detail.
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Leadership capability, sound decision making skills, and proficiency in Microsoft Office applications; familiarity with CRM tools will be an advantage.
​Terms:
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At Surabhi, we invest significant time and effort in training, mentoring, and developing every employee. We therefore value long term commitment, accountability, and professional integrity from every candidate who joins our team.
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Employees are required to provide a minimum of one month’s written notice before separation to support a proper transition of responsibilities. To reinforce this process, one month of gross salary is retained, with 50 percent deducted during the first two months of employment. Subject to completion of the required notice period and satisfactory handover of duties, the retained amount is released along with applicable accrued salary at the time of exit.
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Candidates shortlisted after the interview process must also be willing to undergo appropriate background verification and employment checks prior to the issuance of any offer letter. Applicants are encouraged to apply only if they are prepared to work within these employment and verification terms.