Team Lead

4 days ago

Pune, Maharashtra, India Pattern Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

As the Customer Support Team Lead, you will develop and mentor a high-performing team to support global customers and brand partners.

  • This role involves close collaboration with US-based management, cross-functional teamwork, and scaling new initiatives across support operations.
  • Plan and execute daily administrative and operational tasks.
  • Collaborate with team members on various projects.
  • Communicate with customers via Zendesk, resolving issues promptly.
  • Create monthly activity reports.
  • Team Leadership & Development: Lead and mentor a team of Customer Support Professionals, conduct regular performance check-ins, and support career growth through training.
  • Operational Oversight: Ensure smooth daily operations, manage team scheduling, and monitor performance metrics like SLAs and KPIs.
  • Strategic Collaboration: Work with US-based managers and cross-functional teams to align goals, improve processes, and represent the India support team in meetings.
  • Initiatives & Innovation: Drive adoption of new tools, lead rollouts of initiatives, and use data to guide decisions and track improvements.

Qualifications

  • Proficiency in spoken and written English.
  • Ability to empathize and communicate clearly with customers.
  • Experience with Amazon, Shopify, and ticketing systems like Zendesk preferred.
  • Familiarity with AI tools related to customer experience is desirable.
  • Proficiency in Google Sheets/Excel.
  • Strong time management, attention to detail, and organizational skills. 3+ years of experience in customer support or e-commerce, with at least 1 year in a leadership role.
  • Strong written and verbal communication skills, especially for cross-regional collaboration.
  • Experience with Zendesk or similar ticketing platforms.
  • Familiarity with e-commerce platforms like Amazon Seller Central or Shopify is preferred.
  • Ability to work in fast-paced, data-driven environments.
  • High attention to detail, strong organizational skills, and a proactive mindset.
  • Leadership skills that balance accountability with empathy and team growth.

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