Team Lead
22 hours ago
Role: Team Lead – Support & Implementation
Location: Bangalore
Experience: 4+ Years
We are looking for a dynamic Team Lead to oversee daily support operations, mentor engineers, drive process excellence, and ensure world-class customer experience across our product portfolio. The ideal candidate will be a strong communicator, technically sound, and passionate about leading high-performing support teams.
Key Responsibilities:
Lead and manage support engineers across products and shifts
Act as a strong client advocate owning issues end-to-end
Track KPIs & ensure adherence to SLAs
Mentor and upskill support engineers (technical + soft skills)
Assist with training & onboarding of new team members
Collaborate with cross-functional leaders to prioritize product bugs
Ensure timely response through proper internal workflows
Participate in client status calls and escalation handling
Contribute to internal & client-facing knowledge base
Handle merchant onboarding & system change requirements
Maintain accurate documentation using case/ticketing systems
Must-Have Skills:
4+ years in software support or client-facing technical roles
Prior experience managing support or implementation teams
Strong SQL & Excel expertise
Experience with case management tools: Salesforce / Jira / Zendesk
ITIL certification
Excellent communication skills
Ability to explain technical issues to non-technical stakeholders
Familiarity with Java/J2EE, Unix/Linux
Experience with Oracle / SQL Server
Experience in Banking / VISA / Mastercard domains
Nice-to-Have Skills:
Reporting / BI tools
Process optimization & workflow improvement
Personality Traits:
A self-driven, high-ownership leader who thrives in fast-paced, entrepreneurial environments. Should be flexible, resilient, customer-obsessed, and ready for the high-energy demands of the retail/fintech ecosystem. A "Do it now" attitude is essential to grow fast with no age barriers.
Job Type: Full-time
Pay: ₹200, ₹300,000.00 per year
Work Location: In person
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