Job Summary
We are looking for an experienced Support Team Lead to manage our software support team and ensure excellent customer service and timely resolution of technical queries.
Roles & Responsibilities
- Lead and manage the Software Support Team and monitor daily activities.
- Handle customer queries through live chat, calls, emails, and remote sessions.
- Handle escalated and critical customer issues and ensure timely resolution.
- Monitor tickets, SLA, response time, resolution time, and support backlog.
- Coordinate with Development, QA, and Product teams for technical issue resolution.
- Provide product training and guidance to team members and clients.
- Monitor team performance and ensure high customer satisfaction.
- Identify recurring issues and support process improvements.
- Maintain proper records and prepare regular support reports.
- Handle customer feedback and ensure effective issue resolution.
Requirements
- 5+ years of experience in Software Support
- Minimum 1–2 years of experience in Team Lead role.
- Strong verbal and written English communication skills.
- Good knowledge of web applications and e-commerce platforms.
- Basic knowledge of HTML, CSS, and JavaScript is beneficial.
- Strong troubleshooting and problem-solving skills.
- Experience with ticketing/helpdesk systems and SLA management.
- Good customer handling and escalation management skills.
- Ability to coordinate with cross-functional teams.
- Proactive, responsible, and willing to work in rotational/US shifts.
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