Team Lead - Technical Support (Chat & Email)
G
Gigmo SolutionsCustomer Support
Remote (Anywhere in India), Rotational (24/7 environment)Full-TimeLead
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in customer support (chat/email); 1–2 years in team handling or leadership
- Required Skills
- Problem SolvingCustomer serviceTeam managementTechnical support
Requirements
- Bachelor’s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent).
- 5+ years of experience in customer support (chat/email).
- Minimum 1–2 years of experience in a team handling or leadership role.
- Excellent written communication skills with attention to detail.
- Strong analytical and problem-solving abilities.
- Familiarity with customer support tools and chat platforms.
- Ability to manage remote teams and multitask effectively.
- High level of empathy, patience, and customer focus.
- Access to a laptop (16GB RAM, Windows 11) and 50 Mbps internet.
Responsibilities
- Lead and manage a team of Technical Support Agents (chat & email).
- Monitor team performance and provide regular feedback, coaching, and mentoring.
- Ensure high-quality customer interactions with clear and accurate communication.
- Handle customer escalations and resolve complex technical issues.
- Ensure adherence to SLAs, response time, and resolution targets.
- Manage and prioritize team workload and support queues effectively.
- Assist team members in troubleshooting and resolving customer issues.
- Conduct quality audits and ensure compliance with SOPs.
- Identify process gaps and drive continuous improvement initiatives.
- Track key performance metrics (CSAT, productivity, SLA adherence).
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