L1 Helpdesk Supervisor

1 week ago

Bengaluru Karnataka, India Kapture Full time

**Role Overview**:
Kapture CX, a leading provider of innovative CX solutions, is seeking an experienced and dynamic individual. As a supervisor, you will oversee and lead a team of technical support specialists, ensuring exceptional customer service delivery and technical issue resolution. You will play a critical role in maintaining high team morale, performance, and efficiency while fostering a supportive and collaborative work environment.
- **
**Monitor team performance metrics, including response time, resolution time, customer satisfaction, and other KPIs, ensuring targets are met or exceeded
- Manage and lead a team of technical support specialists, providing guidance, coaching, and mentoring to ensure high performance and employee development
- Collaborate with other departments such as Engineering, Product Management, and Sales to resolve complex customer issues and improve processes.
- Develop and maintain documentation for processes, procedures, and troubleshooting steps to ensure consistency and knowledge sharing within the team.
- Identify trends in customer issues and escalate product bugs or service issues to the appropriate teams for resolution.
- Monitor customer satisfaction via customer surveys, escalations to management, and performance dashboards

**Qualifications**:

- **
Shift Time: 1PM - 10PM (24*7 Rotational Shift, if required by Business)**:

- 1+ years of experience in customer support management, preferably supporting a SaaS IT product across a global customer base
- Ability to multitask and pivot, when necessary, in a fast-paced environment
- Excellent communication skills and customer facing abilities
- Experience motivating high performing teams, building technical support teams, and retaining top talent
- Bachelor’s degree or related experience.

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