Lead Customer Service

Job Title: Team Lead Technical Support

Job Location: [Location / Remote / Hybrid]

Department: Customer Support / Technical Operations

Reports To: Support Manager / Operations Manager

Employment Type: Full-time

Job Summary:

We are seeking an experienced Technical Support Team Lead to manage daily

support operations, guide technical support executives, and ensure delivery of high-

quality customer service. The ideal candidate will be responsible for team

performance, technical guidance, CSAT improvement, and process adherence while

acting as a bridge between the team and management.

Key Responsibilities:

Team Management & Leadership

• Lead, mentor, and monitor a team of Technical Support Executives.

• Conduct regular team meetings, coaching sessions, and performance

reviews.

• Ensure team alignment with company policies, processes, and quality

standards.

• Manage attendance, productivity, and shift planning.

Technical & Operational Support

• Handle escalated technical issues and customer complaints.

• Provide real-time guidance and issue resolution support to agents.

• Ensure proper troubleshooting procedures are followed.

• Coordinate with other departments (IT, Engineering, Product) for defect

resolution.

Quality & Performance Management

• Monitor quality scores, CSAT, FCR, and SLA adherence.

• Analyze individual/team performance and initiate corrective actions.

• Partner with Quality Analysts to drive continuous improvement.

• Create and track action plans for performance gaps.

Reporting & Process Improvement

• Prepare performance, quality, and compliance reports.

• Identify bottlenecks and recommend process improvements.

• Participate in audits, process updates, and training initiatives.

Training & Development

• Conduct refresher training and onboarding sessions.

• Identify training needs based on performance trends.

• Build development roadmaps for agents.

Required Skills & Qualifications:

Education:

• Bachelor’s degree in IT, Computer Science, or related field (preferred).

Experience:

• 2–5 years in Technical Support / Service Desk role.

• Minimum 1–2 years of leadership experience in a support environment.

Technical Skills:

• Strong knowledge of operating systems, networking basics, and applications.

• Experience with ticketing tools (Zendesk, Freshdesk, ServiceNow, etc.).

• Familiarity with SLAs, ITIL principles, and CSAT metrics.

Leadership & Soft Skills:

• Strong people management skills.

• Excellent communication and problem-solving abilities.

• Ability to manage pressure in high-volume environments.

• Data-driven mindset with attention to detail.

• Conflict resolution and decision-making skills.

Key Performance Indicators (KPIs):

• CSAT targets achievement

• Quality audit scores

• SLA & TAT compliance

• Resolution rate & escalation management

• Employee attrition & engagement

• Adherence to process

Preferred Attributes:

• ITIL certification a plus.

• Experience working in a 24/7 support environment.

• Exposure to incident management and root cause analysis.