Pilgrim - Team Lead - Customer Support

About Us:

- Founded in 2019 by IIT-B and IIM-A Alumni, Pilgrim is one of the fastest-growing Beauty & Personal Care brands that offers 200+ SKUs across face care, haircare, skincare, makeup and fragrances at over 25,000 pin codes and has grown into a 1000+ offline store omnichannel brand.

- Pilgrim is known to handpick the world's best beauty secrets to create exciting and efficacious products that deliver results.

Position Summary:

- The Customer Support Team Leader is responsible for leading a team of customer support representatives to deliver excellent customer service and achieve customer satisfaction goals.

- This role involves managing and coaching team members, monitoring performance, and ensuring efficient resolution of customer inquiries and issues.

- The Team Leader collaborates with other departments to improve processes and enhance the overall customer experience.

Responsibilities:

Team Management :

- Lead and supervise a team of customer support representatives, providing guidance, coaching, and support.

- Set performance expectations, monitor individual and team performance, and conduct regular performance evaluations.

- Foster a positive and collaborative team environment, promoting teamwork and continuous improvement.

- Organize work schedules, allocate resources effectively, and ensure adequate coverage for customer support operations.

Customer Service Excellence :.

- Ensure the delivery of exceptional customer service, meeting or exceeding customer satisfaction targets.

- Handle escalated customer inquiries or complaints, providing timely and effective resolutions.

- Stay updated on product knowledge, policies, and procedures to assist team members and customers with accurate information.

- Analyze customer feedback and identify areas for improvement in processes, policies, or service delivery.

Process Improvement :.

- Collaborate with cross-functional teams, including product development, delivery and refunds to address customer needs and improve service quality.

- Identify opportunities to streamline processes and enhance operational efficiency without compromising customer experience.

- Propose and implement initiatives to enhance customer support tools,systems, and workflows.

- Monitor key performance indicators (KPIs) and report on team performance, identifying trends and areas requiring improvement.