About the role

We are hiring an experienced Team Lead – Digital (Web Chat & Email) in Kolkata to manage an international digital customer-service team supporting customers through web chat, email and other digital channels. You will own team performance, customer experience, service levels, quality, productivity and escalations, and coach your associates to deliver. The role suits a customer-service professional with 3 to 10 years of experience who has already led or supervised people. It involves rotational shifts, including nights, weekends and public holidays, with a salary of up to ₹12 LPA.

Key responsibilities

Team leadership

• Lead and manage a team handling international web chat, email and digital customer-service interactions
  
• Run daily huddles, one-to-one coaching, performance reviews and development activities
  
• Support new-hire nesting, refresher training and continuous team development
  

Performance and operations

• Drive performance against SLA, quality, productivity, CSAT, FCR, response time and other KPIs
  
• Monitor chat concurrency, queue volumes, response times, email backlogs and workload distribution
  
• Keep operational reports, action plans, risk trackers and stakeholder updates current
  

Customer experience and escalations

• Give real-time support on complex queries, complaints, escalations, retention cases and billing concerns
  
• Make sure customer-service processes, quality standards, data privacy, verification and documentation rules are followed
  

Analysis and improvement

• Analyse performance trends and customer feedback to find root causes and apply fixes
  
• Work with Quality, Training, Workforce Management and Operations teams on delivery challenges
  
• Improve customer journeys, templates, macros, knowledge content and first-contact resolution
  

Required skills and experience

• 3 to 6 years in international digital, web chat or email customer service
  
• At least 3 years as a Team Lead, Acting Team Lead or in another people-supervisory role
  
• Experience managing teams in a target-driven customer-service environment
  
• Excellent written English: strong grammar, clarity, empathy and a professional tone
  
• Experience handling complex interactions, complaints, escalations and retention cases
  
• Good understanding of digital customer-service KPIs and performance management
  
• Experience with CRM, chat and email platforms, workforce management, quality monitoring and reporting tools
  
• Strong analytical, problem-solving, coaching and stakeholder-management skills
  
• Willing to work rotational shifts, including nights, weekends and public holidays
  

Preferred qualifications

• Experience in utilities (electricity and gas) customer service
  
• Knowledge of billing, payments, collections, meter readings, move-in/move-out, complaints, vulnerability and customer retention
  
• Bachelor’s degree in any discipline
  

Job details

Why join

• Lead an international digital support team
  
• Salary of up to ₹12 LPA
  
• Build your people-management career in a global BPO
  
• Work on customer journeys, quality and process improvement
  
• Clear path to senior operations roles