Customer Team Leader

About Invent’re

Invent’re is a platform built to transform the education ecosystem with value-added services. We provide a complete range of products and services for over 10,000 students, including bags, books, uniforms, stationery, shoes, sports competitions, scholarships, and alumni networking programs. Our mission is to personalize, customize, and reinvent brand-specific inventory kits for K12 schools.Headquartered in Hyderabad, India, we are growing rapidly and seeking experienced professionals to drive our customer experience excellence.

Role Summary

We are seeking a dynamic and experienced Customer Support Manager to lead our Customer Support Team. The role involves overseeing day-to-day customer service operations, managing escalations, monitoring team performance, and driving continuous improvements to deliver exceptional service. This position requires a proactive leader with strong problem-solving skills, an empathetic mindset, and the ability to coach and inspire a team to achieve key performance metrics.

Key Responsibilities

• Team Leadership & Performance Management

1. Lead, mentor, and motivate a team of customer support representatives.

2. Set clear objectives and KPIs, monitor individual and team performance, and conduct regular performance reviews.

3. Organize training sessions and continuous development plans to enhance team capabilities.

• Customer Issue Resolution

1. Oversee and manage the resolution of customer complaints related to delayed, incorrect, or damaged deliveries.

2. Serve as the escalation point for complex or unresolved issues, ensuring swift and effective resolution.

• Process Improvement

1. Analyze recurring issues and customer feedback to identify areas for improvement.

• Reporting & Documentation

1. Maintain accurate records of escalations, resolutions, and performance metrics in the CRM system.

2. Generate and present regular reports to senior management on team performance, customer satisfaction, and improvement initiatives.

• Operational Coordination

1. Coordinate with cross-functional teams to resolve delivery issues, returns, exchanges, and refunds.

2. Ensure customers are kept informed throughout the resolution process.

• Customer Communication

1. Oversee all customer communications to maintain a professional, empathetic, and brand-aligned tone.

2. Implement follow-up protocols to confirm issue resolution and customer satisfaction.

Candidate Profile Specifications

Education

• Bachelor’s degree in Business, Management, or a related field.
• A Master’s degree or relevant certification in Customer Service or Operations Management is an advantage.

Experience

• 6-8years of experience in customer support or operations, with at least 2 years in a team lead or managerial role.
• Experience in e-commerce, logistics, or B2B product environments is preferred.

Skillset

• Leadership: Strong people management skills, with experience in coaching and performance management.
• Communication: Exceptional verbal and written communication skills in English & Hindi.
• Problem Solving: Advanced analytical skills to resolve complex issues efficiently.
• Customer Focus: A customer-first mindset with high levels of empathy.
• Organization: Strong attention to detail and ability to maintain accurate records.
• Collaboration: Skilled at working cross-functionally with warehouse, logistics, and sales teams.
• Technical: Proficient in CRM tools, Excel, and order management software.
• Time Management: Ability to prioritize, multitask, and manage deadlines under pressure.

Job Type: Full-time

Pay: ₹60,000.00 - ₹80,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Ability to commute/relocate:

• Agra, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer relationship management: 6 years (Required)

Work Location: In person

Speak with the employer
+91 7294865767