Customer Support - Team Leader

Job Title: Customer Support – Team Leader Role Overview: The Customer Support Team Leader will be central to our company’s philosophy of providing timely, prompt, and efficient service to our Channel Partners and Corporate Customers. This role requires strong leadership, coordination, and customer service management skills to ensure a seamless support system and consistent customer satisfaction. Key Responsibilities: Lead the customer support team to deliver efficient and satisfactory service to channel partners and corporate clients. Review service calls and respond to customer queries regarding service delivery. Ensure adherence to the company’s internal TAT (Turnaround Time) and proactively address customer needs within set timelines. Act as a bridge between service engineers, channel partners, and corporate customers, ensuring smooth coordination. Monitor team performance and efficiency, take corrective measures, and maintain a proactive service delivery culture. Maintain accurate records and ensure timely updates of service logs in the system. Coordinate with internal departments to provide clients with necessary information and resolutions. Generate daily and weekly reports for management, highlighting gaps, escalations, and improvements. Supervise and review the performance of work-from-home engineers, ensuring productivity and accountability. Plan departmental resources and manpower requirements, assisting HR in recruitment and training of team members. Take complete responsibility for the service department, prioritize work plans, and address emergencies effectively. Requirements: Proven experience in customer support, service coordination, or related field. Strong leadership, problem-solving, and communication skills. Ability to manage teams (onsite and remote) and drive performance improvements. Familiarity with CRM tools, service call logging systems, and reporting processes. Strong organizational and multitasking abilities.