Customer Support Team Lead

1 week ago

Chennai, Tamil Nadu, India beBeeSupportTeamLead Full time ₹ 5,00,000 - ₹ 8,00,000

About this role

We are seeking a skilled Customer Support Team Lead to oversee the delivery of exceptional technical and client support services. This is a vital role in facilitating efficient and effective technical and client support services for our organization.

Key responsibilities:

Support Management:

  • As the primary contact, serve clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.
  • Monitor support/ticket queues and provide timely response, updates, and resolution of client inquiries and production issues.
  • Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.
  • Act as the incident/fire captain in case of production incidents/fires.
  • Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.
  • Build and manage the tech and client support team members.

Communication and Collaboration:

  • Collaborate with cross-functional teams, such as technical support, delivery team, and client success to facilitate knowledge sharing, client communication and issue resolution.
  • Maintain regular communication with clients, providing updates on the status of their inquiries and ensuring a high level of client satisfaction.
  • Act as a liaison between clients and internal teams, conveying client feedback, needs, and expectations to relevant stakeholders.

Documentation and Knowledge Management:

  • Maintain accurate records of client interactions, support activities, and issue resolutions in a ticketing system.
  • Analyze client feedback and support data to identify trends, recurring issues, and areas for improvement, and create or update documentation for faster issue resolution.
  • Create MIS presentations, reports, and dashboards on production issues and client inquiries.

Qualifications and Skills:

• Expected experience: 12+ years with at least 5 years experience managing a support team.

• Previous experience in a tech and client support or coordination or management role within a SaaS/technology solutions team.

• Experience in handling 24/7 support and working with geographically dispersed teams.

• Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical individuals.

• Problem-solving skills and the ability to analyze information to identify root causes and recommend appropriate solutions.

• Strong organizational and time management skills, with the ability to prioritize and multitask effectively.

• Proficiency in using support tools and systems, such as ticketing systems, CRM software, and knowledge bases.

• Ability to work well in a team environment, collaborating with colleagues and stakeholders at various levels.

• Flexibility and adaptability to work in a fast-paced and dynamic environment.

• ITIL certification is a plus.

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