Customer Service Team Lead
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Customer Service Team Lead
Articore Group· Marketplace Operations
About this role
This is a founding leadership role. You will recruit, onboard, train, and manage a team of approximately 10 Customer Service Executives handling email and live chat support for US customers. You will operate with a high degree of autonomy, reporting directly to the Director of Customer Service (US-based). This role requires someone who has built or led international BPO teams before and can create structure, maintain quality, and drive team performance independently.
- Lead day-to-day operations of a 10-member India CS team on a US night shift — scheduling, attendance, queue health, and escalation management
- Own onboarding and training for new agents: product knowledge, SOP walkthroughs, tool training (Zendesk, Slack, Asana), and quality calibration
- Conduct regular QA reviews of agent tickets and deliver structured, one-on-one coaching and feedback
- Monitor team-level CSAT, FCR, and handle time metrics; surface trends and flag risks proactively to the Director of Customer Service
- Serve as first escalation point for complex or sensitive customer issues
- Manage agent performance formally, including PIPs and documentation, in line with Indian employment law
- Provide clear async updates to US leadership via Slack and Asana on team performance, blockers, and key decisions
- Drive team retention and engagement, with particular attention to the challenges of a sustained night shift schedule
- 4–8 years total experience in customer service / BPO, with minimum 2 years in a Team Lead, Senior TL, or Supervisor role
- Must have experience managing teams supporting US or UK clients in an international process
- Proven track record of running agent onboarding and training programs independently, without real-time support from offshore leadership
- Strong written English: able to communicate clearly and with context to a US-based manager, primarily asynchronously
- Hands-on experience with Zendesk; working knowledge of Slack and Asana or equivalent project management tools
- Comfortable owning scheduling, attendance, and first-line HR responsibilities for a remote team
- Graduate degree (any stream)
Frequently Asked Questions
Is the salary disclosed for the Customer Service Team Lead position at Articore Group?
The salary for this Customer Service Team Lead role at Articore Group is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Service Team Lead position at Articore Group located?
This Customer Service Team Lead role at Articore Group is based in Gurugram, Haryana, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Customer Service Team Lead role at Articore Group full-time or part-time?
This is listed as a Full time position. It is posted as a Customer Service Team Lead role in the Marketplace Operations department at Articore Group.
Which team or department does the Customer Service Team Lead at Articore Group belong to?
This Customer Service Team Lead position is part of the Marketplace Operations department at Articore Group. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Service Team Lead position at Articore Group?
Click the "Apply Now" button on this page. You will be redirected to Articore Group's official application portal hosted on workable where you can submit your application directly.
When was the Customer Service Team Lead job at Articore Group posted?
This Customer Service Team Lead position at Articore Group was posted on Sep 9, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Service Team Lead
Articore Group
You'll be redirected to Articore Group's official application page on workable.