Lead, Control Tower
Remote in IndiaFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5-6 years total, 2-3 years operational knowledge, 2-3 years leadership/management
- Required Skills
- SalesforceJiraOperations ManagementCustomer support
Requirements
- 5-6 years of experience in merchant/customer support.
- 2-3 years of operational knowledge in E-commerce or warehousing.
- 2-3 years of experience in a leadership or early management role.
- Graduate from any field.
- Excellent verbal, written, and interpersonal communication skills.
- Fluent in English.
- Familiarity with interactive learning activities.
- Proficient with MS Word, Excel, and PowerPoint.
- Solid organizational skills.
Responsibilities
- Oversee team morale and shift health.
- Motivate the team to meet KPIs and performance goals.
- Manage team attendance, workload distribution, and coverage planning.
- Set clear goals and support skill development via Lattice.
- Conduct biweekly 1:1s.
- Own team performance metrics and drive adherence to SOPs.
- Monitor and manage ticket queues in Salesforce and Jira.
- Conduct bi-weekly product knowledge assessments.
- Participate in quality calibration sessions.
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