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!

About the Role

We’re looking for motivated, goal-driven professionals who are passionate about delivering excellence and creating meaningful solutions. At bswift, you’ll be part of a collaborative, flexible, and innovative environment that supports both professional and personal growth.

If you resonate with our core values—pursue excellence, embrace accountability, deliver superior service, and foster a great workplace—we would love to hear from you.

This is anin-office role based in Bangalore. The team operates from10:30 AM to 7:30 PM IST (Monday–Friday). Occasional collaboration with U.S.-based colleagues outside standard hours may be required.

Key Responsibilities

• Lead, train, and manage workflows for a team of10–15 analystsin a high-volume, fast-paced environment
• Prioritize tasks and ensure timely and accurate completion of deliverables
• Conductquality auditsand ensure adherence to performance standards
• Providecoaching, mentorship, and performance feedbackto team members
• Monitor and manageKPIsrelated to productivity, quality, and turnaround time
• Collaborate with global internal stakeholders to resolve escalations efficiently
• Maintain a strong understanding of internal systems to support team queries and requests
• Identify opportunities and drivecontinuous process improvements
• Act as amentor and coach to peers, contributing to team development
• Communicate effectively with apositive, professional, and solution-oriented approach
• Participate in or leadspecial projectsas assigned
• Performquality assurance testingon client sites; track and ensure issue resolution
• Support and promote adiverse and inclusive workplace culture

Required Qualifications

• 5+ yearsof overall work experience
• 1+ yearof team leadership or people management experience
• Strong proficiency inMicrosoft Excel(ability to read and create formulas)
• Working knowledge ofMicrosoft Office Suite
• Ability to quickly learn new processes and effectivelytrain others
• Strong problem-solving skills with the ability to guide others through complex scenarios
• Excellentcustomer service orientation
• Strongverbal and written communication skills
• Ability toadapt to changing prioritiesin a dynamic environment
• Bachelor’s degree

Preferred Qualifications

• Experience in aBPO or operations environment
• Advanced Excel skills (e.g.,macros, data visualization, advanced functions)

What We Offer

• Afun, flexible, and creative work environment
• Opportunities forprofessional and personal growth
• A culture that valuescollaboration, accountability, and innovation

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 hoursRetirement Savings Plans: Options like Provident Fund and Gratuity to help you plan for a secure financial future with employer contributionProfessional 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. WePursue Excellence, Embrace Accountability, Deliver Superior Service,and strive toBe 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!