Support Team Lead

4 days ago

Bengaluru, Karnataka, India beBeeLeader Full time ₹ 75,00,000 - ₹ 1,25,00,000

About Our Team Lead Position

We seek an exceptional leader to oversee our US-based Support & Resolution Centre (SRC). This dynamic, data-driven role will lead a team of 10-20+ specialists, manage escalations, and drive quality to deliver world-class customer support.

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.

Requirements:

  • 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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