Support Desk Lead

4 days ago

Bengaluru, Karnataka, India Voiro Full time ₹ 15,00,000 - ₹ 25,00,000 per year

About Voiro
Voiro powers revenue intelligence for media and advertising businesses. Our platform enables companies to streamline revenue operations, gain deep insights, and optimize billing accuracy – helping them run smarter, faster, and more confidently.

We're a team that thrives on ownership, empathy, and precision. If you love solving problems, leading teams, and making customers happy, we'd love to have you on board.

Role Overview
As a
Support Desk Lead
, you will be responsible for managing Voiro's customer support desk and ensuring smooth, timely, and high-quality resolution of client issues. You will lead a team of support engineers, collaborate with cross-functional teams (engineering, QA, and product), and ensure our customers experience excellence in every interaction.

You will also be the voice of the customer within Voiro, ensuring that feedback and recurring issues drive continuous improvement in our products and processes.

Key Responsibilities

  • Lead the customer support desk, ensuring SLAs, quality, and responsiveness are consistently met.
  • Manage, mentor, and guide a team of support engineers and analysts.
  • Monitor and triage incoming issues, ensuring proper categorization, prioritization, and escalation.
  • Collaborate closely with engineering and QA teams to ensure timely issue resolution and root-cause analysis.
  • Own and improve the support knowledge base and documentation.
  • Analyze support trends and provide insights to product and engineering for continuous improvement.
  • Define and track key support metrics - response time, resolution time, CSAT, and ticket backlog.
  • Drive initiatives for automation and process improvement within the support function.
  • Act as the escalation point for high-priority or complex client issues.
  • Participate in on-call rotations to ensure round-the-clock coverage for critical accounts.

Qualifications & Skills

  • 3+ years of experience in customer support or technical support, with at least 1 years in a lead or managerial capacity.
  • Strong understanding of SaaS or AdTech environments.
  • Excellent communication and interpersonal skills.
  • Experience with ticketing systems (e.g., Jira Service Desk).
  • Strong analytical and problem-solving abilities.
  • Working knowledge of Excel, APIs, or basic debugging (preferred).
  • Proven ability to manage multiple priorities and stakeholders in a fast-paced environment.
  • Empathy for customers, balanced with technical and operational rigour.

Why Join Voiro
Work in a fast-growing product company at the intersection of AdTech, data, and revenue operations.

Be part of a collaborative culture that values ownership, learning, and excellence.

Opportunity to shape the customer experience for global media and entertainment clients.

Competitive compensation, performance-based rewards, and growth opportunities.

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