Customer Support Team Lead

1 day ago

Delhi, India ITILITE Full time

About ITILITEITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expensemanagement, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors.Learn more: itilite.comRole OverviewWe are looking for a dynamic, data-driven leader to head our US-based Support & Resolution Centre (SRC). You willll lead a team of 10–20+ specialists, manage escalations, and drive quality to deliver world- class customer support. The ideal candidate moves fast, thinks sharp, and has a proven track record of building high-performing teams and streamlining processes.Working Model: Work from OfficeSchedule: US Shift TimingsKey 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 maintainoptimal coverage.Quality, Process, & Performance Improvement• Lead daily quality audits of calls and chats to assess performance and uphold exceptionalservice 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 andprofessional development.• Ensure fair and accurate incentive payouts through meticulous oversight of calculations andtimelines.• 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

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