Business Customer Support Team Lead

About the role

You will lead the Business Customer Support team in Hyderabad, focusing on high-quality service delivery and process optimization. Your role involves managing team performance, driving product improvements through customer feedback, and ensuring all support interactions meet our standards for efficiency and professionalism.

Key facts

What you'll do

• Manage and monitor support ticket workflows, including escalation procedures and action plans.
• Perform regular communication audits and provide training to maintain high service standards.
• Collaborate with internal departments to ensure customer objectives are met and SLAs are upheld.
• Develop and track metrics to measure customer satisfaction.
• Act as a customer advocate by identifying product bugs and suggesting feature improvements to product teams.
• Participate in product design discussions to address gaps between user expectations and functionality.
• Ensure team members possess deep product knowledge to resolve issues independently and quickly.

Requirements

• Proven experience in a leadership role managing customer support teams.
• Ability to define and implement operational policies and quality control processes.
• Strong analytical skills to interpret customer feedback and translate it into actionable product insights.
• Experience in managing team engagement, professional development, and performance monitoring.
• Capability to manage internal and external stakeholder relationships effectively.

Skills & tools

• Quality Assurance and Quality Control methodologies.
• Customer support ticketing systems and management software.
• Performance metric tracking and reporting.
• Cross-functional collaboration and communication.

Practical notes

• You must complete a 30-minute assessment immediately after applying. This test requires a laptop, a stable internet connection, and a quiet environment. Applications submitted without the completed assessment will not be reviewed.