Customer Support Team Lead

About the team

Our highly dedicated Services team has both the art and the science for delivering customer satisfaction.

People in the team share a passion for helping our clients to surpass their digital business goals.

They grow in a demanding environment, combine technical and consultative skills and are ready to tackle the most complex challenges to empower our customers get the best of our platforms.

Your mission 👇

• Customer Support Team Lead are customer care profiles and technical experts of our solutions, always ready to help demanding clients and investigate technical issues.
• You'll join an amazing team based in Chennai, India, and report directly to Arnaud, our Senior Support manager.

What you'll do ✏️

• Provide on-the-ground leadership coverage, especially across local time zones, ensuring continuity when regional managers are unavailable.
• 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

  (customer support, troubleshooting, problem resolution) to ensure service quality while balancing leadership duties.

About you 💪

Required:

• Strong track record of

  leadership and mentoring

  within a technical support team.
• Excellent communication and conflict-management skills, with proven ability to de-escalate complex customer or team situations.
• Deep knowledge of Equativ’s support processes, with hands-on expertise in troubleshooting SaaS and AdTech solutions (SQL, APIs, HTML/JS/CSS, SDKs…).
• Demonstrated ability to operate across

  multiple time zones

  , coordinating efficiently with remote managers.
• Minimum

  7–8 years of experience

  in customer support, including

  2+ years in management positions.

Nice to have

• Previous experience in a

  Team Lead or deputy leadership role

  .
• Knowledge of DV360 and Equativ’s product suite.
• Flexibility to adapt to a 24/7 support coverage model.
• Experience with global team coordination across APAC, EMEA, or Americas.

About Equativ

Equativ

Equativ has been awarded the HappyIndex@Work label and is proud to be among the best companies in the ChooseMyCompany ranking, recognized for its flexible working environment.

Come and lead the charge with us in building a transparent ecosystem based on quality!

Equal Employment Opportunity

Equativ is an equal opportunity employer. Equal access to employment, services, and programs are available to everyone, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you require reasonable accommodation throughout the application and/or interview process, please contact the recruitment team at ta-team@equativ.com