Team Lead - Technical Support (Chat & Email)
India, 24/7 support environmentFull-TimeLead
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years of experience in customer support roles, 1–2+ years of experience managing teams
- Required Skills
- Technical supportCustomer Success
Requirements
- Bachelor’s degree in a relevant field such as B.Sc., BCA, BA, BCom, BBA, BSc IT, or equivalent qualification.
- 5+ years of experience in customer support roles, particularly within chat and email support environments.
- 1–2+ years of experience managing teams or leading support operations.
- Strong written communication skills with excellent attention to detail and accuracy.
- Strong analytical and problem-solving abilities with the ability to manage complex customer situations.
- Experience using customer support tools, ticketing systems, and chat platforms.
- Ability to manage remote teams effectively in a fast-paced and evolving environment.
- Strong leadership skills with a focus on coaching, collaboration, and team development.
- High level of empathy, patience, and commitment to customer satisfaction.
- Ability to work flexible schedules in a rotational 24/7 support environment.
Responsibilities
- Lead and manage a team of technical support agents handling customer interactions through chat and email channels.
- Monitor team performance, provide regular coaching, feedback, and mentoring to improve individual and team outcomes.
- Ensure high-quality customer interactions through accurate, professional, and customer-focused communication.
- Handle escalations and support team members in resolving complex technical issues.
- Ensure compliance with service level agreements, response time targets, and resolution goals.
- Manage support queues, prioritize workloads, and maintain efficient team operations.
- Collaborate with cross-functional teams to coordinate issue resolution and improve customer outcomes.
- Conduct quality reviews and audits to ensure adherence to standard operating procedures.
- Identify process improvement opportunities and implement initiatives that enhance efficiency and service quality.
- Track key performance indicators such as customer satisfaction, productivity, and SLA performance.
- Prepare performance reports and share insights with management.
View Full Description & ApplyYou'll be redirected to the employer's site
