Team Lead - Tech/Customer Support Operations

Role - Team Lead

Shift - Night shift

Location - Ambit IT Park (Chennai)

Job Brief:

Looking for an experienced Team lead who has handled teams to manage technical support agents resolving customer issues through various channels (phone, (Phone, Chat & Email) for a consumer device in the electric vehicle domain. This individual will lead and support the team that takes care of customers from international regions by resolving enquiries related to subscriptions / payments, performing technical troubleshooting, account maintenance, providing customer education, and having the ability to triage issues to other team members spread across various sites.
Roles & Responsibilities

• Manage a team of 15 support engineers efficiently and drive performance
• Handling escalation / supervisor calls and assist/resolve customer issues
• Monitoring performance of agents and help them improve their KPIs
• Responsible for meeting all the key KPIs assigned to the project
• Provide constant coaching and feedback for team members
• Prepare performance reports of the team and share with management / client