Team Lead / Assistant Manager / Manager - Customer Support

About the company

JW BRANDS PVT LTD owns and operates the JOKER & WITCH and TEEJH brands. JOKER & WITCH is a contemporary watch and jewellery label for men and women, known for clean, distinctive, and trend-led global designs at accessible prices. Its style inspiration comes from international fashion trends, celebrity looks, and street style. TEEJH is the group’s ethnic jewellery brand. The company is a Bangalore-based startup with a young, energetic team that values ambition, problem-solving, and strong learning ability.

Role overview

The organization is looking for an experienced customer service team leader who can guide the support team, keep day-to-day operations running smoothly, and help build a collaborative, high-performing environment as the business grows from startup to scale-up.

Role details

Position: Team Lead - Customer Support
Experience: 3 to 5 years in a team lead role
Qualification: Any graduate or postgraduate
Number of openings: 1
Location: Kalyan Nagar, Bangalore

Responsibilities

• Mentor and direct customer support executives so they meet process goals and deliver a strong service experience.
• Track team performance, review KPIs, and make sure both individual and group targets are achieved.
• Listen to and review calls to confirm that processes and quality benchmarks are being followed consistently.
• Support the team in ensuring complete customer satisfaction.
• Manage customer escalations through calls, emails, and chat channels.
• Work with the Customer Support Manager to identify ways to improve customer satisfaction scores.
• Build a positive team culture that encourages open communication and collaboration.
• Define performance expectations for team members aligned to overall operational goals.
• Assess agent performance regularly and arrange coaching or training for those who need improvement.
• Demonstrate company values through consistent behavior, communication, and a strong focus on quality service.

Requirements

• Prior experience as a team lead, supervisor, Assistant Manager, or Manager in inbound or outbound customer support/service operations.
• Strong understanding of performance metrics and operational tracking.
• Hands-on experience with CRM platforms.
• Excellent communication and people leadership abilities.
• Good organizational and time-management capabilities.
• Sound judgment and decision-making skills.
• At least 3 years of relevant team-handling experience.
• A management degree or formal team-leading training will be considered an added advantage.

Application note

Candidates who are interested in a fast-moving workplace with strong learning and growth opportunities can share their CV along with a cover letter to the provided email address.