This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Lead - Technical Support (Chat & Email) based in India.
This role offers the opportunity to lead a remote technical support team and drive exceptional customer experiences in a fast-paced global environment. You will guide support professionals, improve operational performance, and ensure customers receive accurate and timely solutions. Working across chat and email support channels, you will combine leadership, technical problem-solving, and process optimization skills. The position requires strong communication abilities, a customer-first mindset, and the ability to manage performance in a 24/7 support environment. You will collaborate with internal teams to resolve complex issues and continuously improve support operations. This is an ideal opportunity for an experienced support leader who enjoys coaching teams and delivering measurable impact.
Accountabilities:
- 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.
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.
Benefits:
- Fully remote work opportunity available across India.
- Opportunity to lead and develop a global technical support team.
- Exposure to AI-driven customer support solutions and scalable service operations.
- Collaborative work environment with opportunities to drive process improvements.
- Opportunity for professional growth in customer experience and support leadership.
- Flexible remote setup with company-provided hardware requirements.
- Chance to make a measurable impact on customer satisfaction and operational performance.
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