Digital Delivery- CSS Team Lead

As a Global Customer Support Lead at Radancy, your role involves leading and developing a team of high-performing Customer Support Specialists. You will be responsible for providing regular coaching and feedback to ensure the team delivers top-notch customer service. It is essential to maintain a culture of accountability and customer-centricity while fostering quality, empathy, and problem ownership. Key Responsibilities: - Lead and develop a team of high-performing Customer Support Specialists, offering regular coaching & feedback. - Ensure 24x5 global coverage by coordinating 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. - Collaborate with Product Management, Development, and Engineering to escalate and resolve complex issues, ensuring clear communication and documentation. - Support customer enablement initiatives to enhance efficiency and customer self-service. - Drive knowledge sharing and documentation to keep internal and customer-facing resources accurate and up to date. - Serve as an escalation point for high-impact or enterprise client issues within your region. Qualifications Required: - 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 of experience 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 is a plus. Work Location: This is a hybrid position, requiring you to work in the Bengaluru office 3 times per week. At Radancy, core values shape our work and culture: - Innovative Spirit: Innovation leads the way, shaping the future and leading the industry forward. - Rewarding Impact: Our work strengthens organizations with transformative software that connects people to meaningful careers. - Performance Driven: Success is driven by data and insights, maximizing performance for our customers. - Supportive Teams: Collaboration fosters an environment that inspires team members to deliver industry-defining technology and create positive change in their work and communities.,