CSS Team lead

Radancy

4 - 9 years

7 - 11 Lacs

bengaluru

Posted:-1 days ago| Platform:

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Skills Required

computer science product management automation xml analytical javascript customer support html technical support support lead

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead and develop a team of high-performing Customer Support Specialists, providing regular coaching & feedback.
Ensure 24x5 global coverage through close coordination with US and EU-based leaders in a follow-the-sun support model.
Monitor ticket queues to ensure timely response and resolution aligned with internal targets and customer expectations.
Foster a culture of accountability and customer-centricity, maintaining a consistent focus on quality, empathy, and problem ownership.
Collaborate with Product Management, Development, and Engineering to escalate and resolve complex issues, ensuring clear communication and documentation.
Partner with global leadership to identify and implement process improvements, automation opportunities, and deflection strategies.
Support customer enablement initiatives to enhance efficiency and customer self-service.
Drive knowledge sharing and documentation, ensuring internal and customer-facing resources remain accurate and up to date.
Participate in regional hiring, onboarding, and performance reviews for India based Support team members.
Serve as an escalation point for high-impact or enterprise client issues within your region.

Requirements for Consideration

Bachelor s Degree in Communications, Computer Science, Business, or related field (or equivalent work experience).
4+ years of customer or technical support experience in a SaaS environment.
2+ years leading or mentoring a team in a global or high-volume support environment.
Strong analytical, organizational, and communication skills.
Ability to manage a distributed team and collaborate effectively across time zones.
Basic knowledge of HTML, CSS, JavaScript, XML, and APIs for data integrations.
Familiarity with Zendesk
,
JIRA
,
or similar support and customer case management platforms.
Passion for customer support
,
with a proven ability to turn challenges into learning and process improvements.
Experience with
Agile or Scrum methodologies
a plus.

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