Customer Support Team Lead

As a Team Lead, Customer Experience Support at Aptean, you will provide hands-on guidance to a team of 7 support engineers working on a process manufacturing-focused ERP platform, especially its Finance modules (GL, AR, AP, FA, etc.). Your role will involve combining technical expertise with team mentorship, issue resolution, and day-to-day operational leadership in a rotational 24x7 support model. **Key Responsibilities:** - Act as the first-level escalation point for the team in resolving complex ERP support queries. - Guide and coach a team of young engineers handling ERP support tickets, particularly in financial modules. - Monitor ticket queues and ensure timely response and resolution within SLAs. - Perform root cause analysis of recurring issues and contribute to knowledge base documentation. - Collaborate with internal teams (Product, QA, Engineering) for faster issue resolution and bug tracking. - Ensure adherence to standard processes and encourage best practices across the team. - Plan shift rosters to maintain 24x7 coverage while ensuring team well-being and workload balance. - Conduct peer reviews, support quality audits, and contribute to continuous improvement initiatives. - Train new team members on product features, tools, support etiquette, and escalation handling. **Skills Required:** **ERP & Functional Knowledge:** - Strong domain understanding of ERP software, especially Finance modules (GL, AR, AP, FA, Costing). - Good exposure to process manufacturing workflows and their impact on finance functions. **Technical Skills:** - Working knowledge of SQL for data checks, validations, and debugging. - Familiarity with support tools (e.g., Freshdesk, Jira, Zoho Desk). - Ability to read and interpret logs or workflow errors and suggest functional/technical fixes. **Team Lead & Communication Skills:** - Experience leading or mentoring a small team of support engineers. - Strong communication and collaboration skills to work with young team members and cross-functional stakeholders. - Ability to explain complex issues in simple terms to customers and team members alike. - Organized and dependable in roster planning, shift handovers, and priority case management. **Soft Skills & Mindset:** - Customer-first attitude and calm under pressure during critical issue handling. - Natural coach and motivator who can guide junior engineers to grow and take ownership. - High sense of accountability and reliability in a 24x7 support ecosystem.,