We are looking for a talented Shift Lead, Validation to join our growing global team at Sectigo.
The Shift Lead, Validation is responsible for overseeing daily validation operations while also actively performing validation tasks. This individual provides guidance, training, and mentorship to validation agents. They ensure efficiency in processing, compliance adherence, and customer satisfaction. The role requires a balance of leadership, technical expertise, and hands-on validation work.
This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam.
Here are the core functions, responsibilities, and expectations for this role:
Team Leadership
- Provide guidance and support to validation agents to ensure smooth daily operations.
- Perform validation tasks, including processing orders, cases, and handling validation-related inquiries.
- Assist in training and coaching agents on proper validation processes.
- Monitor team performance, provide feedback, and support continuous improvement initiatives.
- Help manage workflow and prioritize tasks to meet issuance time goals.
Customer Success Management
- Monitor dynamic validation queues and help allocate resources efficiently.
- Investigate customer issues, troubleshoot problems, and ensure timely resolutions.
- Communicate with customers to provide updates, gather feedback, and address concerns professionally.
Compliance
- Ensure that validation processes follow compliance and industry standards.
- Assist in reviewing cases and reporting potential mis-issued certificates.
- Stay updated on validation policies, industry changes, and compliance requirements.
Expertise
- Maintain knowledge of products, services, and validation policies.
- Assist agents in resolving complex validation issues.
- Identify areas for process improvements and efficiency enhancements.
- Additional tasks associated with this position may be assigned in response to company initiatives and business needs.Qualifications
Education:
- Bachelor s degree or equivalent work experience is strongly preferred.
Experience:
- Minimum of 3+ years of experience in customer-centric roles within the software industry.
- Minimum of 1+ years of experience in leadership, team lead, or mentoring capacity.
Ideal Candidate Profiles, Talents, and Desired Qualifications:
- Strong problem-solving skills and ability to work independently.
- Excellent verbal and written communication skills.
- Ability to use customer support tools and CRM systems effectively.
- Ability to work independently and collaboratively in a global team distributed environment.
- Excellent team management skills with the ability to inspire, motivate, and develop a high-performing team.
