Customer Support Team Lead
3 weeks ago
Job Description 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 1020+ 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 1020+ 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.
-
Operations Team Lead
6 days ago
Bengaluru, Karnataka, India Startek (Aegis Customer Support Services Pvt. Ltd.) Full time ₹ 12,00,000 - ₹ 36,00,000 per yearMEGA Walk in DriveSTARTEK welcomes experienced professionals for the role of Team LeadYour Next Big Win: Lead Our GrowthHR Name - Alisha A.HR Contact Date of Interview - 12th November th November 2025Interview Location -Startek ITPL, 6th Floor, Explorer Building, Pattandur Agrahara, Whitefield, Bengaluru Interview Time - 12:30 PM -- 05:30 PM5 days working...
-
Customer Support Team Lead
1 week ago
Bengaluru, Karnataka, India, Karnataka 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...
-
Customer Support Executive
2 days ago
Bengaluru, Karnataka, India Startek (Aegis Customer Support Services Pvt. Ltd.) Full time ₹ 20,00,000 - ₹ 40,00,000 per yearMEGA Walk in DriveStartek welcomes experienced professionals for the role of Customer Support Representative for International Chat ProcessHR Name - Alisha A.HR Contact Date of Interview - 09th Dec th Dec 2025Interview Location -Startek ITPL, 6th Floor,Explorer Building, Pattandur Agrahara, Whitefield, Bengaluru Interview Time - 12:30 PM -- 05:00 PM5 days...
-
Customer Support Team Lead
7 days ago
India RTLS Alliance Full timeWhy 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...
-
Customer Support Team Lead
1 week ago
India RTLS Alliance Full timeWhy 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 upBecome part of the founding operations teamBuild relationships with leaders across...
-
Customer Support Team Lead
7 days ago
india, IN RTLS Alliance Full timeWhy 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 upBecome part of the founding operations teamBuild relationships with leaders across...
-
Customer support team lead
2 weeks ago
Bengaluru, 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...
-
Customer Support Team Lead
3 weeks ago
Bengaluru, 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...
-
Customer Support Team Lead
3 weeks ago
Bengaluru, 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...
-
Customer Support Team Lead
3 weeks ago
Bengaluru, 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...
