Team Lead - Chat Support

We are looking for a proactive and experienced Team Lead – Customer Success (Chat Support) to lead and mentor our chat support team. The ideal candidate will be passionate about delivering a high-quality customer experience, driving team performance, and ensuring operational efficiency across digital support channels. Experience with Freshchat or other modern chat platforms is a plus.

Key Responsibilities

Lead, coach, and mentor a team of chat support agents to deliver prompt, accurate, and empathetic customer service

Monitor chat performance metrics (e.g., response time, resolution rate, CSAT) and drive improvements

Allocate and manage team rosters, ensuring optimal coverage across shifts and week offs

Handle escalations and complex customer queries when required

Conduct regular 1:1s, feedback sessions, and performance reviews for team members

Collaborate with cross-functional teams (Tech, Ops, Product) to resolve customer pain points

Ensure adherence to SLAs, internal processes, and quality standards

Provide regular insights and reports on team performance and customer trends

Take ownership of onboarding and training new team members

Assist in building and refining SOPs, canned responses, and workflows within Freshchat

Requirements:

3+ years of experience in customer support, with at least 1 year in a leadership or TL capacity

Prior experience managing a chat-based support team is a must

Familiarity with Freshchat, Freshdesk, or any similar chat tool is preferred

Strong communication and interpersonal skills

Ability to work in fast-paced environments and handle pressure

Analytical mindset with attention to process and detail

Flexible to work in rotational shifts and week offs (6 rotational week offs per month)