Customer Service Team Leader

11 hours ago

Bengaluru, Karnataka, India ITILITE Full time
About ITILITE ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense

management, and payments. We 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 Office

Schedule: US Shift Timings

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.

• Operations & Escalation Handling

• Lead daily team briefings to address performance gaps and share critical updates.

• Ensure business continuity by providing operational support during weekends when required.

• Quality, Process, & Performance Improvement

• Lead daily quality audits of calls and chats to assess performance and uphold exceptional

service standards.

• Champion operational excellence by identifying process, training, and product improvements,

Leverage data insights on productivity and behavior to drive personalized coaching and

professional development.

• Deliver strategic insights through weekly ARC Sales Report analysis and distribution.

• Align cross-functional teams on performance goals for cohesive execution.

• Optimize Freshdesk configurations and

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