Customer Support Team Lead

3 days ago

Yelahanka, India ITILITE Full time

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.

  • IT Team Lead

    1 week ago

    Yelahanka, Karnataka, India iworxs by Palnar Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Team LeadPosition: Experienced Team Lead (IT) - BangaloreLocation: Bangalore, IndiaExperience: 10+ yearsAbout the Role:We need a Team Lead in Bangalore to build and manage an IT team supporting projects with our German HQ. This role involves leading developers and infrastructure tasks, acting as a technology generalist, and fostering collaboration between...

  • Customer Support Executive

    2 weeks ago

    Yelahanka, Bengaluru, Karnataka, India Qubix Medicare Full time

    We are looking for a qualified Customer Support Executive to manage a team of representatives who will offer excellent customer service and after-sales support. You will create policies and procedures and oversee the customer service provided by the team. The Customer Support Executive will be responsible for the selection of staff in the hiring process and...

  • BI/Data Analytics Team Lead

    2 days ago

    Yelahanka, India Shell Full time

    , IndiaJob Family Group: Information Technology (IT)Worker Type: RegularPosting Start Date: December 2, 2025Business Unit: Experience Level: Experienced ProfessionalsJob Description: What’s the role We’re scaling decision intelligence for Non‑Fuel Retail (NFR) across priority market clusters (CEE, DACH, UK, Benefrux). The Team Lead will turn ambiguous...

  • Technical Support Engineer Ii

    3 days ago

    Yelahanka, India Smarsh Full time

    Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless...

  • Customer Service Representative

    19 hours ago

    Yelahanka, India MSI Services Pvt Ltd Full time

    MSI Services Pvt. Ltd is currently hiring suitable candidates for the role - "Associate" within our business operations in Bangalore, India. We prefer immediate joiners or short notice joiners. This role offers a structured career path with opportunities to progress into senior positions, leadership roles, or cross-functional projects. We are an equal...

  • Director - Customer Quality

    19 hours ago

    Yelahanka, India Domnic Lewis Full time

    Key Objectives of this Role: · Manage customer quality scorecards, and ensure timely, accurate communication of quality data and reports. · Develop and maintain Customer Quality Roadmaps aligned with strategic goals to meet performance indicators. · Drive program-level quality management engineering, plant teams and suppliers to resolve quality issues and...

  • Customer Support Executive

    1 week ago

    Yelahanka, Bengaluru, Karnataka, India JRSPF Technologies Private Limited Full time

    **Job Title: Customer Support Executive** **Preferred Location: Bengaluru** **Joining: Immediate joiner** **Responsibilities**: **- Interact with customers through Calls. (Voice Process)** **- Recommend potential products or services to customers by analyzing customer needs.** **- Focus on achieving targets based on call quality, connectivity and sales...

  • Enterprise Operation Lead

    2 weeks ago

    Yelahanka, India Raytheon Technologies Full time

    Unspecified Raytheon Technologies Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises four industry-leading businesses – Collins Aerospace, Pratt & Whitney, Raytheon Intelligence & Space and Raytheon Missiles & Defense. Its 195,000 employees...

  • Manager - Customer Service Representative

    3 weeks ago

    Yelahanka, India Raytheon Technologies Full time

    Unspecified Who we are At United Technologies Corporation India Private Limited (UTCIPL)/Pratt & Whitney, we believe that powered flight has transformed and will continue to transform the world. That’s why we work with an explorer’s heart and perfectionist’s grit to design, build, and service the world’s most advanced aircraft engines. We do this...

  • Marketing Team Member

    2 weeks ago

    Yelahanka, Karnataka, India coatifystudio Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Company DescriptionAt Coatifystudio, we define spaces through our creative design and execution. Based in Bangalore, India, we specialize in interior design, painting, and complete space transformations for both residential and commercial projects. Our mission is to craft spaces that reflect personality, purpose, and perfection with precision, passion, and...