US Support Team Leader

6 days ago

Bengaluru, Karnataka, India beBeeLeadership Full time ₹ 9,00,000 - ₹ 12,00,000

About a leadership role within a US-based support team. We are looking for a dynamic leader to head our Support & Resolution Centre (SRC). You will lead a team of 10–20+ specialists, manage escalations, and drive quality to deliver world-class customer support.


Key Responsibilities:
  • Lead and mentor a high-performing US-based support team.
  • Manage full-cycle hiring with HR, from sourcing to onboarding.
  • Conduct monthly 1:1s to review performance, recognize strengths, and set development plans.
  • Operations & Escalation Handling
  • Lead daily team briefings to address performance gaps and share critical updates.
  • Ensure business continuity by providing operational support during weekends when required.

Quality, Process, & Performance Improvement:
  • Champion operational excellence by identifying process, training, and product improvements.
  • Leverage data insights on productivity and behavior to drive personalized coaching and professional development.
  • Deliver strategic insights through weekly ARC Sales Report analysis and distribution.
  • Align cross-functional teams on performance goals for cohesive execution.
  • Optimize Freshdesk configurations.

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