Team Lead – Technical Support, Chat & Email

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee and lead a team of Technical Support Agents managing chat and email communications.

• Evaluate team performance and provide ongoing feedback, coaching, and mentorship.

• Guarantee high-quality customer interactions through clear and precise communication.

• Address customer escalations and resolve intricate technical challenges.

• Ensure compliance with SLAs, response times, and resolution goals.

• Organize and prioritize team workload and support queues effectively.

• Assist team members in diagnosing and resolving customer inquiries.

• Work collaboratively with cross-functional teams to address issues.

• Perform quality audits and ensure adherence to standard operating procedures (SOPs).

• Identify gaps in processes and implement continuous improvement initiatives.

• Monitor customer satisfaction (CSAT), productivity, and SLA compliance metrics.

• Prepare and disseminate performance reports to management.

⛳️ Requirements

• Bachelor’s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent).

• Over 5 years of experience in customer support (chat/email).

• At least 2 years of experience in a team leadership or management role.

• Exceptional written communication skills with a keen eye for detail.

• Strong analytical capabilities and problem-solving skills.

• Familiarity with customer support tools and chat platforms.

• Ability to effectively manage remote teams and multitask.

• A high degree of empathy, patience, and customer-centric focus.

• Willingness to work rotational shifts in a 24/7 environment.

• Own a laptop with 16GB RAM and Windows 11.

• Have an internet speed of 50 Mbps.

🏝️ Benefits

• Laptop (16GB RAM, Windows 11).