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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.
