Team Lead - Customer Support

Role Overview

We are hiring a Team Lead – Customer Support to manage support operations and lead a customer support team.

Key Responsibilities

• Lead and mentor customer support executives


• Monitor SLA adherence and support performance


• Handle customer escalations and issue resolution


• Coordinate with technical and product teams


• Optimize ticket handling and workflow management


• Track CSAT, response time, and resolution metrics


• Conduct training and performance reviews


• Improve customer support processes and automation

Requirements

• Experience in customer support or technical support


• Team handling experience preferred


• Knowledge of CRM and ticketing tools


• Strong communication and leadership skills


• Experience in SaaS or technical support environment preferred