Customer Support Team Lead
21 hours ago
About ITILITE ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense management, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors. Learn more: itilite.com Role Overview We are looking for a dynamic, data-driven leader to head our US-based Support & Resolution Centre (SRC). You willll lead a team of 10–20+ specialists, manage escalations, and drive quality to deliver world- class customer support. The ideal candidate moves fast, thinks sharp, and has a proven track record of building high-performing teams and streamlining processes. Working Model: Work from Office Schedule: US Shift Timings Key Responsibilities: Team Leadership & People Management • Lead and mentor a 10–20+ member US-based support team, fostering high performance. • Manage full-cycle hiring with HR, from sourcing to onboarding. • Conduct monthly 1:1s to review performance, recognize strengths, and set development plans. • Serve as primary contact for grievances, ensuring fair and timely resolution. Operations & Escalation Handling • Oversee the resolution of complex customer issues by managing all escalated cases. • Lead daily team briefings to address performance gaps and share critical updates. • Ensure business continuity by providing operational support during weekends when required. • Strategically manage workforce scheduling, approving leave and time-off requests to maintain optimal coverage. Quality, Process, & Performance Improvement • Lead daily quality audits of calls and chats to assess performance and uphold exceptional service standards. • Champion operational excellence by identifying process, training, and product improvements, and leading strategic change execution. • Leverage data insights on productivity and behavior to drive personalized coaching and professional development. • Ensure fair and accurate incentive payouts through meticulous oversight of calculations and timelines. • Own and maintain the Freshdesk knowledge base, curating and updating critical SOPs. Reporting & Cross-Functional Collaboration • Deliver strategic insights through weekly ARC Sales Report analysis and distribution. • Align cross-functional teams on performance goals for cohesive execution. • Serve as primary contact for technical and product inquiries, ensuring swift resolution. • Optimize Freshdesk configurations and account setups for maximum efficiency. What should you have?• A seasoned people leader with over 3-4 years of hands-on experience, successfully managing teams of 10-20 in fast-paced contact centre environments. A background in the travel sector is a plus. • A data-driven strategist who measures, analyses, and optimizes performance, using data to inform every decision. • Analytical and detail-oriented, with a natural curiosity and strong logical skills to dig into the "why" behind every metric and turn insights into action. • Agile and results-focused, thriving in fast-moving environments and consistently driving towards key business results. • A continuous learner, eager to acquire new skills and adapt to new workflows, tools, and industry best practices.
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Customer Support Team Lead
3 days ago
Bangalore, India Pine Labs Full timeJob Title: Customer Support Team Lead Location: Bangalore Department: Customer Experience / Support Reports To: Helpdesk Manager Employment Type: Full-Time Job Summary: We are seeking a proactive and experienced Customer Support Team Lead to manage and mentor a team of support agents, ensuring exceptional service delivery across all customer touchpoints. The...
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Customer Support Team Lead
5 days ago
bangalore, India Pine Labs Full timeJob Title: Customer Support Team LeadLocation: BangaloreDepartment: Customer Experience / SupportReports To: Helpdesk ManagerEmployment Type: Full-TimeJob Summary:We are seeking a proactive and experienced Customer Support Team Lead to manage and mentor a team of support agents, ensuring exceptional service delivery across all customer touchpoints. The ideal...
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Customer Support Team Lead
1 day ago
Bangalore, India ITILITE Full timeAbout ITILITE ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense management, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors. Learn more: itilite.com...
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Customer Support Team Lead
2 days ago
bangalore, India ITILITE Full timeAbout ITILITE ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense management, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors. Learn more: itilite.com...
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Customer Support Team Lead
3 days ago
bangalore, India ITILITE Full timeAbout ITILITEITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expensemanagement, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors.Learn more:...
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Team Lead
5 days ago
Bangalore Division, India Firstsource Full timeFirstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term...
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Customer Support Team Lead
23 hours ago
bangalore district, India ITILITE Full timeAbout ITILITE ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense management, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors. Learn more: itilite.com...
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Director Customer Support
6 days ago
Bangalore Division, India Zyoin Group Full timeRole - Director Customer Support Experience - 15+ Years Location - Bangalore Industry - Fintech, Financial Services Preferred Key Requirements: Looking for a Director – Customer Support with strong focus on strategic leadership and transformation. Must have hands-on experience in leading large-scale operations, managing teams of 100+ employees. Proven...
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Team Lead
2 days ago
bangalore, India ManageArtworks Full timeAbout companyManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) powers 5000+ leading Global and Indian brands by effectively managing every step of their packaging and artwork process. These companies reach markets faster with our end-end packaging & artwork management system while achieving 100% compliance.Role...
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Customer Support Representative
2 weeks ago
Bangalore Division, India Gain.pro Full timeWho are we? Gain.pro is on a mission to provide global private market visibility. Our industry-leading platform combines advanced AI tech with local-for-local research. It delivers the highest quality information on the companies that matter to you most. We serve 100% of MBB/Big-4 advisories, clients representing >$500bn of private equity capital and more...
