Customer Support Team Lead

4 weeks ago

India RTLS Alliance Full time
Why Join RTLS Alliance?

RTLS Alliance isn’t just another platform—it’s a movement to elevate the RTLS industry and connect the global ecosystem behind it.

As an early team member, you’ll be joining at a pivotal moment:

  • Help define the service experience from the ground up
  • Become part of the founding operations team
  • Build relationships with leaders across industrial tech, digital twins, and location intelligence
  • Gain high visibility, trust, and ownership in a role that touches nearly every part of the organization
  • Launch or level-up your career by taking on real responsibility in a mission-driven, global initiative

This is a high-impact role for someone who wants to do meaningful work—and help others do the same.


Role Overview

We are seeking a Customer Support Team Lead to manage and scale our global member support function. You’ll ensure our diverse member base—ranging from startups to industry leaders—receives responsive, professional, and high-quality support as they engage with the Alliance.

You’ll lead frontline service operations, improve internal workflows, and help shape the support experience as we grow from early-stage to global scale.


Key Responsibilities
  • Manage day-to-day support operations: inquiry triage, onboarding, and platform troubleshooting
  • Lead and mentor support staff and freelancers as the team expands
  • Maintain support SLAs and quality standards across all member interactions
  • Serve as point of escalation for complex or high-priority member issues
  • Own and improve internal documentation, FAQs, and onboarding resources
  • Track and report KPIs (response time, resolution rate, satisfaction scores) to leadership
  • Coordinate closely with platform, directory, and community teams to ensure smooth user journeys


Qualifications
  • 4+ years in customer support or member services, with 1–2 years in a leadership role
  • Strong written and verbal communication skills with a clear and professional tone
  • Experience with tools like HubSpot Service, Intercom, Zendesk, or similar platforms
  • Comfortable working in fast-paced, digital-first environments
  • Experience supporting professional or technical communities is a plus
  • Bonus: familiarity with RTLS, IoT, or B2B SaaS platforms

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