Customer Support Lead
2 weeks ago
Job Title: Telematics Customer Support Team Lead
Job Summary
The Telematics Customer Support Team Lead oversees a team specializing in telematics support, ensuring efficient operations, technical accuracy, and a strong customer focus. This role combines team leadership with industry expertise to resolve escalated issues, optimize processes, and maintain service quality.
Key Responsibilities
• Team Leadership: Guide and develop support representatives, providing feedback and conducting performance reviews.
• Support Operations: Manage telematics-specific inquiries, handle escalations, and ensure compliance with SLAs with customers
• Performance Monitoring: Track key metrics (e.g., response time, CSAT), identify trends, and optimize processes.
• Training & Knowledge Sharing: Facilitate training on telematics systems, tools, and best practices; stay updated on industry changes.
• Cross-Functional Collaboration: Work with product and engineering teams to address customer feedback and technical issues.
Qualifications-
• Education: Bachelor's degree in IT, engineering, or related field (or equivalent experience).
• Experience: 8+ years in telematics or technical support; 2+ year in a supervisory role.
• Skills: Strong leadership, telematics knowledge, CRM proficiency, excellent communication, and data analysis skills.
Preferred Qualifications
• Experience in telematics or fleet management industries, and familiarity with GPS and data analytics.
Intrested can call to Aditya kumar on / Whatsapp Resume for immediate Responce)
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