Team Lead - Customer operations

Want to be a bswifter?

At bswift we’ve been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces.

We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you!

Job Description

Team Lead- Customer Operations

We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible, and creative environment with ample opportunities for professional and personal growth. If you embody the bswift values—pursue excellence, embrace accountability, deliver superior service, and be a great place to work—we want to hear from you!

This is an in-office role in our Bangalore location. The working hours for the team you oversee will be 10:30 AM – 7:30 PM IST, Monday through Friday. At times, you may also be expected to collaborate with U.S. colleagues beyond standard working hours.

What You’ll Do

• Train, prioritize work, and manage workflows for a team of analysts in a high-volume, fast-paced environment
• Provide supervision for a team of 10–15 members
• Perform quality audits of the team’s work products
• Provide performance coaching, mentorship, and career guidance
• Manage and track KPIs including productivity, quality, and timeliness
• Drive stakeholder management and collaborate with global teams (preferably U.S.-based) to resolve escalations
• Maintain a strong understanding of internal systems to handle both general and specialized requests
• Identify and drive continuous process improvements and efficiencies
• Serve as a coach and mentor to peers and cross-functional teams
• Ensure open, professional communication with a proactive and positive attitude
• Handle special projects as assigned
• Conduct QA testing on client sites; track and manage issue resolution
• Promote and contribute to a diverse and inclusive work environment

Required Qualifications

• 5+ years of overall work experience
• 3+ years of experience leading a team
• Proven experience in stakeholder management, especially with global clients
• Strong experience managing or collaborating with U.S./global teams
• Proficiency in MS Excel (ability to read, understand, and build formulas)
• Experience with other Microsoft Office tools
• Ability to quickly learn new processes and effectively train others
• Strong problem-solving skills and ability to support teams in resolving complex issues
• High customer service orientation
• Excellent verbal and written communication skills
• Ability to adapt to changing priorities in a dynamic environment
• Bachelor’s degree

Preferred Qualifications

Experience in BPO / shared services environment

Advanced Excel skills (Macros, dashboards, data visualization)

Experience handling high-volume operations and process optimization

Why Join bswift?

At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member’s unique contributions.

Benefits of Working at bswift

Comprehensive Health Benefits : Medical, Accidental and Term Life Insurance coverage to support your wellness and that of your family.

Competitive Compensation : A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles.

Hybrid work-model: With flexible working hours

Retirement Savings Plans : Options like Provident Fund and Gratuity to help you plan for a secure financial future with employer contribution

Professional Development : Opportunities for career growth, including training and access to resources to support your career progression.

Supportive Culture : A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued.

Employee Wellbeing Initiatives : Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.

Make an Impact : At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of an organization that is making a meaningful difference in the lives of our clients and their employees.

At bswift, our mission is clear: Become the preeminent benefits administrator through exceptional people, innovative technology, and delighted customers. And our values are at the heart of everything we do to accomplish that mission. We Pursue Excellence, Embrace Accountability, Deliver Superior Service, and strive to Be A Great Place To Work . We take pride in having an engaged, collaborative team that goes the extra mile to get the job done right.

bswift has been regularly named one of Chicago’s Best and Brightest Companies to Work For®, as well as one of the Nation’s Best and Brightest Companies to Work For® year after year. We offer a fun, flexible, and creative environment where you can grow both professionally and personally.

If you have what it takes to join our award-winning culture, we’d love to hear from you!