Resume examples · Customer Support Team Lead
Customer support resume, 4 years experience, with a full sample
Four years from agent to team lead, written in support metrics: CSAT, first-response time, resolution rate, attrition. A support manager hires on exactly these.
The sample
POOJA RANI
Mohali, Punjab · pooja.rani@email.com · +91 98765 43210
Summary
Customer Support Team Lead with 4 years in voice, chat and email support for a payments app, leading 12 agents. Lifted team CSAT from 4.1 to 4.6 out of 5 and cut first-response time from 9 minutes to 2.
Skills
Support: team leadership, escalation handling, quality audits, training, knowledge base
Tools: Freshdesk, Excel
Languages: English, Hindi, Punjabi
Experience
Customer Support Team Lead, Paylane, MohaliApr 2025 – present
Took on team leadership of 12 agents across voice, chat and email in English, Hindi and Punjabi; team CSAT rose from 4.1 to 4.6 in a year.
Built a knowledge base of 80 Freshdesk macros; first-response time fell from 9 minutes to 2.
Run weekly quality audits on 10 conversations per agent and own escalation handling for failed-payment complaints.
Run training for new joiners; agent attrition in the first 90 days fell from 35% to 15%, tracked in Excel.
Customer Support Associate, Paylane, MohaliJan 2022 – Mar 2025
Handled about 70 contacts a shift; held a CSAT of 4.6 and was promoted to lead after three years.
Education
BA, English and Economics, Panjab University, Chandigarh2018 – 2021 · 68%
The person, their numbers and the companies are made up. Write yours from what you did.
How this résumé looks for a fresher: projects and an internship where the work history is now.
Why it works
1
Lead with the team’s numbers
CSAT, first-response time, first-contact resolution. As a lead, the team’s metrics are your results.
2
Show you built people
Agents trained, promoted, kept. Attrition is the hidden cost of every support team.
3
Process wins count
A macro library, an escalation rule, a knowledge base: changes that made the whole team faster.
Yours, for each customer support team lead job you apply to
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