Customer Support Team Lead

1 week ago

Delhi, India RTLS Alliance Full time

Why Join RTLS Alliance?RTLS Alliance isn’t just another platform—it’s a movement to elevate the RTLS industry and connect the global ecosystem behind it.As an early team member, you’ll be joining at a pivotal moment:- Help define the service experience from the ground up- Become part of the founding operations team- Build relationships with leaders across industrial tech, digital twins, and location intelligence- Gain high visibility, trust, and ownership in a role that touches nearly every part of the organization- Launch or level-up your career by taking on real responsibility in a mission-driven, global initiativeThis is a high-impact role for someone who wants to do meaningful work—and help others do the same.Role OverviewWe are seeking a Customer Support Team Lead to manage and scale our global member support function. You’ll ensure our diverse member base—ranging from startups to industry leaders—receives responsive, professional, and high-quality support as they engage with the Alliance.You’ll lead frontline service operations, improve internal workflows, and help shape the support experience as we grow from early-stage to global scale.Key Responsibilities- Manage day-to-day support operations: inquiry triage, onboarding, and platform troubleshooting- Lead and mentor support staff and freelancers as the team expands- Maintain support SLAs and quality standards across all member interactions- Serve as point of escalation for complex or high-priority member issues- Own and improve internal documentation, FAQs, and onboarding resources- Track and report KPIs (response time, resolution rate, satisfaction scores) to leadership- Coordinate closely with platform, directory, and community teams to ensure smooth user journeysQualifications- 4+ years in customer support or member services, with 1–2 years in a leadership role- Strong written and verbal communication skills with a clear and professional tone- Experience with tools like HubSpot Service, Intercom, Zendesk, or similar platforms- Comfortable working in fast-paced, digital-first environments- Experience supporting professional or technical communities is a plus- Bonus: familiarity with RTLS, IoT, or B2B SaaS platforms

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