Customer Support Lead

2 weeks ago


Mumbai Metropolitan Region, India Preferable - Crafting Careers Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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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