Customer Support Team Lead

A business-process outsourcing firm serving mid-market clients abroad is adding a layer of team leads over its support pods, and this is one of those seats. Right now senior agents are covering for gaps in coaching and escalation ownership on top of their own caseload, which is not sustainable as the pods keep growing.
The pod you would run
You would take ownership of ten to fifteen agents handling voice and chat support for overseas mid-market clients, reporting into an operations manager. That covers daily attendance and queue health, weekly one-on-ones, and being the person an agent brings a genuinely hard case to before it goes further up the chain.
How the day actually runs
Mornings start with a huddle on overnight volume and any live issues, followed by real-time queue monitoring and side-by-side coaching sessions built around calls or chats that did not go well. You would also own the client-facing metrics review, CSAT, adherence, resolution time, and be the one explaining a bad week to the client-facing account team, not just to your own manager. The company has partnered with Flexiple, a managed marketplace that helps global companies build high-performing teams and GCCs in India, to grow this layer out of Noida and Kolkata.
4 to 8 years in a support role, including some time already spent coaching or mentoring peers
Comfortable owning a metrics dashboard and turning it into specific coaching conversations
Steady under a client escalation, and fair but direct with underperformance on your own pod
Where this sits
This is a hybrid role based out of Noida or Kolkata, with the firm's usual mix of in-office and remote days for the wider support organisation.
Getting there
Expect an HR conversation, a case-based exercise, a round with the operations manager you would report to, and a short culture check. One application is enough to be considered here and for other matched roles as they open.

Work arrangement
Yes