Customer Support Team Lead

We’re Hiring | Customer Service Team Lead
Location: Bengaluru
Experience: 4–6 Years
Team Size: 10–15 Customer Service Executives
Employment Type: Full-time | Rotational Shifts, Including Weekends
About Lifetime Health
Lifetime Health is transforming how people in India access healthcare through a digital-first platform that delivers nursing, physiotherapy, lab testing, and chronic care services directly to patients' homes. We are building India's leading home healthcare network with a focus on quality, compassion, and trust.
About the Role
We are looking for a hands-on Customer Service Team Lead to manage inbound voice and chat operations, lead a team of 10–15 executives, and ensure excellent customer and patient experiences.
Key Responsibilities
Lead, coach, and manage customer service executives across inbound calls and chat.
Monitor service levels, response times, queue performance, and staffing.
Handle customer and patient escalations with empathy and urgency.
Conduct quality audits, one-on-one sessions, and refresher training.
Manage attendance, shift rosters, and workforce allocation.
Track key metrics, including SLA, AHT, FCR, CSAT, and call abandonment.
Prepare performance reports and drive continuous improvement.
Identify recurring issues and collaborate with cross-functional teams to improve service delivery.
Key Requirements
4–6 years of experience in customer service, contact centre, or voice/chat support.
1–2 years of experience as a Team Lead or Senior Executive.
Graduate in any discipline.
Hands-on experience with CRM, ticketing, and live-chat tools.
Strong understanding of contact centre metrics and quality management.
Fluency in English, Hindi, and at least one South Indian language.
Excellent communication, team management, and problem-solving skills.
A proactive, hands-on approach with a strong focus on customer satisfaction.
We are looking for a customer-first leader who can build a high-performing team, maintain operational excellence, and ensure timely and reliable support for our customers and patients.

Work arrangement
No