Team Lead, Customer Support Specialist

Customer Support Team Lead

Summary of Position:

The Customer Support Team Lead plays a dual role: providing world-class customer support while also serving as a point of guidance and escalation for the team. This position requires someone who can lead by example by taking tickets, resolving customer issues, and modeling empathetic, effective communication while also mentoring team members and ensuring consistency in service delivery. The Team Lead will help the team stay aligned with best practices, support knowledge sharing, and collaborate with internal teams to represent the customer s voice.

Location:

Ahmedabad or Pune

Key Responsibilities

• Provide exceptional support by actively resolving customer issues through tickets, calls, and other channels.


• Serve as the first point of escalation for the support team, assisting with complex issues and guiding resolution strategies.


• Mentor and coach team members, sharing knowledge of product features, troubleshooting approaches, and customer service best practices.


• Collaborate with internal teams including Product, Engineering, and Customer Success to escalate and communicate customer issues and feedback.


• Help maintain and expand internal documentation, troubleshooting guides, and knowledge base articles.


• Replicate and analyze customer reported issues within internal environments and ensure detailed documentation of steps and findings.
  
  


• Actively contribute to process improvements and recommend changes that enhance the customer and team experience.
  
  

Qualifications

• 5+ years of experience in customer support, preferably with enterprise customers.


• 1 + years of experience as a Team Lead


• Strong analytical and troubleshooting skills, including log file analysis such as server and application logs.


• Demonstrated ability to resolve complex issues and support teammates in doing the same.


• Excellent communication skills with the ability to handle escalated or sensitive customer interactions.


• Proven ability to manage multiple tasks and priorities in a fast-paced environment.


• Experience working with support ticketing systems and CRM software.


• Familiarity with integrations such as Salesforce, Palantir, and Ariba is a plus.


• Exposure to Contract Lifecycle Management (CLM) software is an advantage.


• Strong initiative and willingness to proactively learn new features and functionalities.


• Ability to collaborate across teams and departments to achieve shared goals.