Customer Care Team Leader

Role overview

This is a Grade 9, permanent night-shift opportunity based in Gurugram. The role is centered on leading a customer support team, including managers within the assigned department or location, and ensuring operational and departmental goals are met on time and in a consistent manner. The position may cover responsibilities within one country or across multiple countries, and it requires all work to align with business objectives as well as applicable regulatory standards.

Key responsibilities

• Supervise a team of calling agents who support U.S. shippers, with a strong focus on delivering excellent customer service at every interaction.
• Measure and improve team output against core performance indicators such as CSAT, QA, AHT, productivity, and SLA compliance.
• Offer live support to agents while they are on calls, helping them navigate customer questions, complaints, and more complex situations.
• Run regular call reviews, share constructive feedback, and coach individuals and the team to raise performance levels.
• Address customer escalations and work toward quick, effective resolutions that preserve a positive customer experience.
• Oversee day-to-day operations such as queue handling, task allocation, and schedule adherence.
• Work closely with quality, training, and operations teams to close gaps and strengthen processes.
• Maintain performance reports for the team and identify trends, risks, and opportunities for improvement.
• Assist new team members through onboarding and training so they become fully productive smoothly.
• Make sure all work follows established procedures, policies, and quality expectations.
• Promote team morale, motivation, and a strong customer-first mindset within the group.

Candidate profile

The right candidate will bring prior customer support experience, especially in voice or calling environments, and preferably with exposure to U.S.-based customers. Experience in a people management, SME, or team leader role is important, along with a proven ability to manage and coach teams. Strong communication skills are essential for guiding agents on call handling and customer engagement. The role also calls for a customer-focused mindset, the ability to balance service quality with productivity, and solid understanding of KPIs such as CSAT, QA, AHT, and SLA management.

Skills and working style

You should be comfortable solving problems, taking ownership of escalations, staying organized in a fast-paced environment, and handling several priorities at once. The role also requires the ability to interpret performance data and turn it into practical actions. Being proactive, adaptable, and effective in dynamic, high-growth settings will be important. A working knowledge of MS Office, CRM platforms, and routine reporting practices is also expected.

About the company

FedEx is one of the world’s largest express transportation companies and operates across more than 220 countries and territories. The organization is recognized globally for its transportation and business solutions and is known for its people-first approach. Its philosophy emphasizes serving employees well so they can deliver outstanding service to customers, which supports long-term business success. The company also values innovation, inclusion, and a workplace culture that contributes to its growth and distinct identity.

Equal opportunity commitment

The employer provides equal opportunity and affirmative action employment. All qualified applicants are considered without regard to age, race, color, national origin, genetics, religion, gender, marital status, pregnancy or related medical conditions, physical or mental disability, or any other legally protected characteristic.

Culture and values

The company’s People-Service-Profit philosophy guides its decisions, policies, and actions. It emphasizes taking care of employees, delivering strong customer service, and reinvesting success back into the business and its people. The workplace is built to encourage innovation, high service quality, employee well-being, and appreciation of individual contributions. Its culture has been a key factor in the company’s growth since the early 1970s and remains an important differentiator in the global market.

Additional information

This role is specifically tied to a permanent night shift arrangement. The position is classified as Grade 9.