Customer Service Team Leader at Cityfurnish

We are looking for a hands-on Customer Support Team Leader to play a vital role in driving customer satisfaction, managing daily support operations, and aligning team performance with organizational goals. This is a full-time, work-from-office role where the Team Leader is expected to actively participate in operations, lead from the front, and take complete ownership of customer escalations.The role requires a strong balance of people leadership and direct execution, with the ability to adapt across different processes and quickly learn new business segments. The Team Leader will be responsible for ensuring service excellence while continuously improving team performance and customer experience. Key Responsibilities Supervise and manage a team of customer support agents by providing continuous guidance, coaching, and operational support to ensure consistent performance and service quality. Set clear performance expectations and goals for the team and closely monitor key metrics such as response time, resolution rate, productivity, adherence, and customer satisfaction scores. Actively contribute as an individual contributor by handling complex and high-priority customer cases and t