Team Lead — Customer Support (eCommerce) / Shift In-Charge

We are seeking an experienced Team Lead / Shift In-Charge to manage customer support operations for our UAE eCommerce business from our India-based offshore support hub. The role is responsible for effective shift management, team performance, customer escalations, KPI monitoring, and operational reporting. The successful candidate will also contribute to establishing and maintaining SOPs, quality standards, and training processes to support consistent and efficient customer service delivery.

Key Responsibilities

• Own the shift as In-Charge — rosters, breaks, real-time queue management and re-allocating agents between voice and chat to protect service levels
• Manage and develop a team of 8-10 support executives through daily huddles, one-on-ones and monthly reviews; handle attendance, leave and shrinkage
• Own shift KPIs — AHT, first response time, first contact resolution, CSAT, quality score and abandonment — and publish daily and weekly reports to UAE leadership with commentary on misses
• Audit calls and chats, deliver structured feedback, and run coaching and refresher training to close skill gaps
• Act as final escalation point on the floor for complex and sensitive cases, coordinating directly with UAE operations, last-mile, store and pharmacy teams
• Flag recurring issues and root causes to the UAE CX team instead of absorbing them as repeat tickets
• Build and maintain SOPs, response templates, escalation matrices, knowledge base and QA checklists; support hiring, onboarding and training as the team grows

Required

• 5–8 years in BPO or customer support, with 2+ years as Team Lead, Shift In-Charge or Assistant Manager
• 2+ years on an eCommerce, quick-commerce, marketplace or online pharmacy process; MNC BPO or large eCommerce brand background preferred (Amazon, Flipkart, Tata 1mg, PharmEasy, Myntra, Swiggy, Zomato or similar)
• Demonstrated ownership of team KPIs with measurable improvement, and hands-on management of blended voice and chat including concurrent chat capacity
• Excellent spoken and written English — neutral accent, clear business writing for customer chat, email and internal reporting
• CRM/ticketing platforms (Zendesk, Freshdesk, Salesforce or equivalent), order management systems, WFM tools and intermediate Excel
• Comfortable coaching, giving difficult feedback and managing performance formally
• Based in or willing to relocate to Kollam; rotational shifts aligned to UAE business hours, including weekends on rotation