Customer Support Group Lead

Key Responsibilities

Team Management & Leadership

• Lead, mentor, and support senior agents and team members.
• Handle performance outliers and implement Performance Improvement Plans (PIPs).
• Foster a collaborative, accountable, and positive team culture.
• Coach and motivate team members to improve performance and engagement.
• Support onboarding, training, and ongoing development of agents.

Performance & KPI Management

• Monitor and improve key KPIs including CSAT, SL, FCR, AHT, QA, AWT, ASA, etc.
• Use Tableau dashboards and reporting tools to track performance and trends.
• Identify gaps and implement data-driven action plans for continuous improvement.
• Conduct regular performance reviews and follow-ups.
  
  

Reporting & Presentations

• Prepare daily, weekly, and monthly performance reports.
• Analyze insights, trends, and root causes using Tableau, Google Sheets, and Excel.
• Confidently present reports and improvement plans to management.
• Ensure data accuracy and clear communication of results.
  
  

Process Improvement

• Analyze existing workflows and customer support processes.
• Propose and implement improvements to enhance efficiency and service quality.
• Ensure adherence to defined processes and continuous optimization of CS replies and handling.
• Review Knowledge Base content, suggest improvements, and conduct refresher training sessions.
  
  

Customer Support Operations

• Ensure quality of customer support responses: accurate, empathetic, and compliant.
• Handle escalations, customer complaints, appeals, and complex cases within SLAs.
• Track escalations, operational issues, and process gaps using JIRA.
• Support live operations when needed.
• Manage alignment and performance across teams
• Coordinate with cross-functional teams to ensure smooth operations.

Skills, Knowledge & Expertise

• Strong leadership and people-management skills.
• Solid understanding of customer support KPIs and quality frameworks.
• Hands-on experience with Tableau for reporting and analysis.
• Experience using JIRA for ticket tracking, escalations, and issue management.
• Proficiency in Google Sheets, Microsoft Excel, and Microsoft Word.
• Excellent verbal and written communication skills in English and Nepali.
• Ability to manage multiple teams, priorities, and stakeholders effectively.
• Process-driven mindset with a focus on continuous improvement.
• Comfortable working in a fast-paced, shift-based environment.
• Willingness to travel if required.
  
  
  
  

Job Benefits

• Opportunity to work with an international team in a fast-growing global tech / ride-hailing company.
• Probation period: Up to 3 months.
• Working schedule: 5 days on / 2 days off, rotational shifts and weekly offs.
• Continuous professional and career growth opportunities.
• Regular internal and external training programs.