Overview

Customer Service Team Lead

Responsibilities

• We are looking for someone who can do more than simply supervise a team.
• Team Leadership & Daily Operations
• Supervise day-to-day activities of the customer support team and ensure smooth operations.
• Allocate tickets and responsibilities based on workload, urgency, and team capacity.
• Monitor productivity, attendance, task completion, and individual performance.
• Conduct regular team check-ins to review priorities, pending issues, and operational challenges.
• Coach team members to improve communication, ownership, and problem-solving.
• Ticket Management & SLA Compliance
• Monitor incoming queries, pending tickets, overdue cases, and unresolved customer concerns.
• Ensure timely first responses, follow-ups, and resolutions in accordance with defined SLAs.
• Identify and proactively address tickets that are ageing, repeatedly reopened, or awaiting internal updates.
• Maintain clear ticket ownership so that no customer query is overlooked.
• Ensure accurate documentation and appropriate categorisation of customer interactions.
• Customer Escalations & Resolution
• Personally handle complex, sensitive, and high-priority customer escalations.
• Investigate complaints, identify the underlying issue, and coordinate practical resolutions.
• Ensure customers receive clear, empathetic, and accurate updates throughout the resolution process.
• Follow up on escalated cases until closure rather than simply forwarding them to another department.
• Quality Assurance & Team Development
• Regularly review support tickets, email responses, and customer interactions for accuracy, tone, and professionalism.
• Identify knowledge gaps and provide actionable feedback to team members.
• Ensure adherence to company policies, approved communication guidelines, and standard operating procedures.
• Support onboarding and training of new customer service executives.
• Performance Monitoring & Reporting
• Track key support metrics, including:
• First Response Time (FRT)
• Resolution Time
• SLA Compliance
• Open and Overdue Tickets
• Reopened Tickets

Qualifications

• About BookLeaf Publishing
• BookLeaf Publishing is a growing self-publishing company that helps authors bring their books to life through publishing, printing, global distribution, and marketing services.
• We work with authors at different stages of their publishing journeys and are committed to providing a transparent, responsive, and reliable customer experience.
• As we continue to grow, we are looking for a hands-on Customer Service Team Lead who can take ownership of daily support operations, guide the team, resolve escalations, and ensure that every author receives timely and meaningful assistance.
• As the Customer Service Team Lead, you will be responsible for ensuring that the team functions efficiently, customer concerns are addressed within defined timelines, and service quality remains consistently high.
• This is a hands-on leadership position requiring strong execution, accountability, and problem-solving skills.
• Bachelor's degree in any discipline.
• 3–5 years of experience in customer service, customer support, or client servicing.
• Minimum 1 year of proven experience leading or supervising a customer support team.
• Previous experience managing ticket queues, customer escalations, and team workloads.
• Strong written and spoken English communication skills.
• Experience using CRM or helpdesk platforms such as Freshdesk, Zendesk, Zoho Desk, or similar systems.
• Ability to understand support metrics, prepare reports, and identify areas for improvement.
• Strong problem-solving abilities with a proactive and solution-oriented approach.
• Excellent organisational skills, attention to detail, and the ability to manage competing priorities.
• Willingness to work directly on escalated tickets when required.
• Hands-on experience with Freshdesk or a similar ticketing platform.
• Experience managing email-based customer support teams.
• Familiarity with SLA monitoring, ticket audits, quality assurance, and CSAT reporting.
• Previous experience in publishing, e-commerce, education, SaaS, or other service-oriented industries.
• Experience improving support workflows, creating SOPs, or training customer service executives.
• Familiarity with AI-assisted customer support tools and automated ticket workflows.
• Takes personal responsibility for ensuring that customer problems are resolved.
• Can balance empathy for customers with operational discipline.
• Is confident holding team members accountable while helping them improve.
• Notices problems before they become major escalations.
• Can independently prioritise urgent issues and make sound decisions.
• Believes that excellent customer support is measured by the customer's actual experience, not simply the number of tickets closed.
• Work Location: Jhandewalan, New Delhi (On-site)