Team Lead (Passport)

Company : Priority Idc

Job Type : Full Time

Chandigarh, India

Job Description - Team Lead (Passport)

Company
Profile

Priority
Technology Holdings, Inc. (NASDAQ: PRTH), is headquartered in Alpharetta,
Georgia USA. Our India office is located in Chandigarh, where our dynamic
team builds state of the art, sophisticated Fin -tech products &
solutions.

We are an
emerging payments powerhouse that offer a single unified platform for Banking
& Payments powering modern commerce. Priority offers a unique family of
products which integrate into SMB Payments, B2B Payments and Enterprise
Payments to help businesses thrive.

We are on a
mission to offer an industry agnostic platform that enables businesses to
collect, store and send money using various new age payment methods.

Priority is
an employee -first organization and we continually strive to ensure their
professional and personal success supported by employee friendly policies and
a positive work environment built on mutual respect and professionalism. We
offer a dynamic work environment, with continuous growth & learning
opportunities. We believe in growing together and our people are the driving
force behind our success.

About Role:

We are looking for a skilled
Team Lead, who is responsible for supervising a team of Analysts and Senior
Analysts to ensure smooth day -to -day support operations. The role combines
hands -on case handling with leadership responsibilities like performance
coaching, SLA monitoring, and continuous improvement. A Team Lead bridges the
gap between frontline support and middle management, ensuring quality service
delivery and team engagement.

Requirements

Supervise daily workflows and
manage team scheduling.
Monitor case queues, SLA
adherence, and quality metrics.
Act as the first point of
escalation for customer issues.
Review team performance and
provide timely coaching.
Conduct knowledge -sharing
sessions and process training.
Prepare and deliver
weekly/monthly performance reports.
Coordinate with Managers for
process gaps and escalated concerns.
Foster a culture of
accountability, empathy, and excellence.
6 days a week

Benefits

• Bachelor’s degree; preference for Finance, Business, or Tech domains.

• 5+ years in a customer support role, preferably in fintech or banking.

• 1–2 years of people leadership or mentoring experience.

• Strong problem -solving and decision -making ability.

• Familiar with support tools (e.g., Zendesk, Salesforce, Freshdesk).

• Good understanding of U.S. customer service culture and expectations.

• Ability to multitask and maintain team morale in a fast -paced environment.

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