Customer Support Team Lead

Role Overview: As a Customer Support Team Lead at Equativ, you will play a crucial role in providing on-the-ground leadership coverage, guiding the CSS team members, and maintaining direct customer support responsibilities. Your mission will involve being a customer care profile and technical expert, ensuring customer satisfaction and investigating technical issues. You will work with a dedicated team in Chennai, India, reporting directly to the Senior Support Manager. Key Responsibilities: - Provide on-the-ground leadership coverage, especially across local time zones, ensuring continuity in the absence of regional managers. - Act as the first point of contact for escalations, urgent issues, and operational decisions. - Guide CSS team members in day-to-day operations, enforcing best practices and consistent support processes. - Align closely with the Support Manager on goals, performance, and continuous improvement initiatives. - Contribute to onboarding and training of new CSS members, supporting knowledge transfer and team cohesion. - Maintain direct CSS responsibilities such as customer support, troubleshooting, and problem resolution to ensure service quality while balancing leadership duties. Qualifications Required: - Strong track record of leadership and mentoring within a technical support team. - Excellent communication and conflict-management skills with the ability to de-escalate complex customer or team situations. - Deep knowledge of Equativ's support processes and hands-on expertise in troubleshooting SaaS and AdTech solutions (SQL, APIs, HTML/JS/CSS, SDKs). - Demonstrated ability to operate across multiple time zones and coordinate efficiently with remote managers. - Minimum 7-8 years of experience in customer support, including 2+ years in management positions. Additional Details of the Company: Equativ is a leading independent ad platform that focuses on bringing scale and simplicity to digital advertising. With a recent merger and acquisition, Equativ provides advanced SSP, curation, and retail media services and technology to achieve maximum business outcomes. The company's global expertise is supported by over 750 employees across 19 countries. Equativ has been recognized for its flexible working environment and commitment to building a transparent ecosystem based on quality. Note: The Equal Employment Opportunity section has been omitted as it does not contain any specific details relevant to the job description.,