Join our Team as a Team Leader- Customer Service

Location: Gurgaon

Role Purpose
To lead and manage daily customer support operations, ensuring efficient handling of requests, high-quality service delivery, and consistent achievement of SLAs. The role focuses on team leadership, incident ownership, and continuous improvement, while acting as a subject matter expert for complex customer issues, particularly in billing and invoicing.

Key Responsibilities

Operational Management

• Oversee daily management, triage, and allocation of customer support requests to ensure efficient workflow.

• Monitor team performance to ensure achievement of SLAs and operational targets.

• Support and guide agents to deliver timely, accurate, and effective ticket resolution.

Leadership & Team Development

• Lead, coach, and motivate team members to deliver high-quality customer service.

• Conduct regular 1:1s and monthly coaching sessions with all Advisors.

• Identify training needs and provide ongoing development and support.

• Promote best practice use of systems, processes, and tools to enhance performance.

• Drive team engagement and wellbeing initiatives.

Escalation & Incident Ownership

• Take ownership of incidents, ensuring they are managed, communicated, and escalated appropriately.

• Act as the first point of escalation for customer complaints and complex cases.

• Ensure escalations are resolved within agreed SLAs and communicated effectively.

Decision Making & Governance

• Investigate and approve pricing overrides where incorrect customer charges have been identified.

• Ensure all customer communications are clear, accurate, and timely via appropriate platforms (e.g. Salesforce).

• Maintain service transparency through timely updates, including status page communications during outages or disruptions.

Advanced Support & Expertise

• Handle complex customer queries, particularly relating to billing and invoicing issues.

• Apply specialist knowledge of partner accounts, billing structures, and invoicing processes.

• Act as a subject matter expert, supporting colleagues with complex or escalated cases.

• Identify and raise system-related billing issues via Jira, ensuring accurate documentation and tracking.

Continuous Improvement & Insight

• Drive continuous improvement across team processes and service delivery.

• Identify recurring trends and systemic issues, proposing and implementing solutions.

• Contribute ideas to reduce inbound contact and improve customer experience.

• Support initiatives to enhance efficiency and reduce customer effort.

Collaboration & Communication

• Maintain a high standard of communication with customers and internal stakeholders.

• Encourage knowledge sharing to enhance team capability and consistency.

• Collaborate across teams to improve service outcomes and operational effectiveness.

Core Competencies

• Operational and customer service excellence

• Leadership and people development

• Incident and escalation management

• Decision making and problem solving

• Stakeholder communication and influencing

• Process improvement and analytical thinking

• Attention to detail and governance compliance

• Technical and billing expertise

Person Specification

Skills & Experience

• Proven experience in a customer support or operations leadership role.

• Strong knowledge of SLA-driven environments and service delivery frameworks.

• Experience managing escalations and complex customer issues.

• Familiarity with CRM systems (e.g. Salesforce) and ticketing tools (e.g. Jira).

• Understanding of billing and invoicing processes (desirable).

Capabilities

• Strong leadership, coaching, and motivational skills.

• Excellent analytical and problem-solving abilities.

• Ability to manage priorities in a fast-paced environment.

• Clear and effective communication across all levels.

• Proactive, detail-oriented, and solution-focused approach.

Behaviours

• Customer-centric mindset with a focus on quality and experience.

• Ownership and accountability for outcomes.

• Collaborative and team-oriented approach.

• Continuous improvement mindset with a drive for efficiency and innovation.

Perks

• Holidays: 18 days annual leave, + 6 public holidays 

• Other Leave: 7 days casual leave, 7 days sick leave

• Development: In-House Training Academy

• Wellbeing: Mental Health support

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.