Customer Support Team Lead

2 weeks ago


Madurai, Tamil Nadu, India Aptean Full time
Job Summary

We are seeking an experienced Customer Support Team Lead to provide expert guidance and leadership to our team. This role requires a strong understanding of customer support policies, practices, processes, and priorities to ensure quality delivery.

Main Responsibilities:
  • Provide clear direction and leadership to the team on customer support policies, practices, processes, and priorities.
  • Serve as the go-to person for complex escalations and demonstrate a sense of urgency.
  • Anticipate and plan for future human resources capacity based on customer input, business needs, and current team make up/skills & knowledge.
  • Conduct ongoing reviews of the team's current skills and knowledge set and take appropriate actions to upskill the technical/functional skills and competency on the team.
  • Proactively monitor quality measurements (e.g. closed tickets, escalations, utilization, delivered services, etc.) for their region/area of responsibility.
  • Provide authentic metrics reporting to their leader and develop detailed plans to improve/enhance quality deliverables.

Requirements:
  • 8-12 years of work experience in handling teams in a manufacturing ERP environment.
  • Excellent verbal and written communication skills.
  • Strong analytical problem-solving and decision-making skills.
  • Ability to work efficiently and independently and prioritize work accordingly to business processes.
  • High adaptability and ability to work under pressure and remain flexible to changing schedules and demands.
  • Track record in providing outstanding customer service.

Benefits:
  • Estimated salary: $80,000 - $110,000 per year.
  • Opportunity to work with a leading provider of industry-specific enterprise software solutions.
  • Collaborative and dynamic work environment.


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