Lead Customer Support Specialist

4 days ago

Chennai, Tamil Nadu, India beBeeSupport Full time ₹ 15,00,000 - ₹ 20,00,000

Job Summary:

We are seeking a Technical Support Team Lead to oversee daily technical operations of our customer support desk.

This key role requires leading a team, driving first-time fix and SLA adherence, being incident commander for P1s, and improving runbooks, monitoring, and handoffs with Infra team.

Key Responsibilities:
  • Team & Queue Leadership

Manage queues, priorities, and escalations, run daily stand-ups, coach L1/L2 on triage, logs, and runbooks, conduct weekly QA scoring and 1:1s, own shift rosters with Ops Lead, and ensure 24×7 coverage.

  • Technical Triage & Incident Management

Act as initial incident commander for P1/P2: stabilize, isolate, parallelize workstreams, validate signals from monitoring tools, correlation, and rollback/containment calls, ensure clean handoffs to Infra L3 with complete context, logs, and timelines.

  • SLA, Quality & Tooling

Maintain >95% SLA on P2–P4, target MTTR ↓ 20% in 90 days, maintain service desk tool hygiene: categories, templates, SLA timers, automations, and CSAT workflows, publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, top 10 problem themes.

  • Knowledge & Prevention

Convert solved tickets to KB/runbooks; hit 80% runbook coverage for recurring issues, raise Problem tickets for chronic incidents; drive RCAs and corrective actions with Infra/Dev, partner with Security/SOC for alert tuning and playbooks.

  • Customer Communication

Ensure timely incident updates, final RCA letters, and release/maintenance comms.

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