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Customer Service Lead – Mumbai

Location
Location
Mumbai (Thane)
Closing Date
Closing date
16th September 2026
Posted
22nd July 2026

About Qualification Check

At Qualification Check, we’re a technology company with people at the heart of everything we do. We’re on a mission to empower organisations and individuals through trusted, globally verified credentials. As a global leader in verifying academic and professional qualifications, we provide fast, accurate verifications directly from the source.
With coverage in 195 countries and access to over 55,000 institutions, we help thousands of organisations worldwide – including universities, healthcare providers, background screeners, and regulated industries – to recruit compliantly, confidently, and offer a smooth experience for their teams and applicants. Our services streamline processes and catch and deter fraud, helping protect reputations, reduce risk, and uphold the highest standards in recruitment.

About the role

We are looking for an experienced and proactive Customer Service Lead to lead a team of customer service professionals, ensure high-quality service delivery, and drive operational excellence. The ideal candidate should have strong leadership, people management, and customer relationship skills while maintaining service quality and achieving key performance
indicators (KPIs).

Key Responsibilities

  • Lead, mentor, and motivate a team of Customer Service Executives
  • Monitor daily team performance and ensure SLA and KPI targets are achieved
  • Conduct regular coaching sessions, performance reviews, and one-on-one meetings
  • Handle customer escalations and provide timely resolutions
  • Analyse service metrics and identify opportunities for process improvements
  • Coordinate with cross-functional teams to resolve customer issues efficiently
  • Ensure compliance with company policies, quality standards, and operational procedures
  • Prepare and present daily, weekly, and monthly performance reports
  • Support workforce planning, scheduling, and resource allocation
  • Drive employee engagement, productivity, and continuous improvement initiatives
  • Assist in recruitment, onboarding, and training of new team members

Required Qualifications

  • Bachelor’s degree in any discipline
  • 4–7 years of experience in Customer Service/BPO/Operations, with at least 1–2 years in a Team Lead or Supervisory role
  • Excellent verbal and written communication skills in English
  • Strong leadership, coaching, and people management skills
  • Experience handling customer escalations and improving customer satisfaction
  • Good analytical and problem-solving abilities
  • Proficiency in MS Excel, Microsoft Office, and CRM/Ticketing systems (e.g., Zendesk, Freshdesk, Salesforce, or similar)

Preferred Skills

  • Experience working in customer verification, background verification, or service operations is an advantage
  • Ability to work in a fast-paced environment and manage multiple priorities
  • Strong decision-making and stakeholder management skills
  • Data-driven approach to performance management

Key Competencies

  • Team Leadership
  • Customer Focus
  • Performance Management
  • Coaching & Mentoring
  • Communication Skills
  • Conflict Resolution
  • Process Improvement
  • Time Management
  • Analytical Thinking

Preferred Candidate Profile

  • Immediate joiners or candidates with a notice period of up to 30 days will be preferred
  • Candidates residing in Mumbai, Thane, or nearby locations are preferred

Benefits

Location
Location
Mumbai (Thane)
Closing Date
Closing date
16th September 2026
Posted
22nd July 2026