Team Lead- Customer Support (Voice)

Company Profile:

Priority Technology Holdings, Inc. (NASDAQ: PRTH), is headquartered in Alpharetta, Georgia USA. Our India office is located in Chandigarh, where our dynamic team builds state of the art, sophisticated Fin-tech products & solutions.

We are an emerging payments powerhouse that offer a single unified platform for Banking & Payments powering modern commerce. Priority offers a unique family of products which integrate into SMB Payments, B2B Payments and Enterprise Payments to help businesses thrive.

We are on a mission to offer an industry agnostic platform that enables businesses to collect, store and send money using various new age payment methods.

Priority is an employee-first organization and we continually strive to ensure their professional and personal success supported by employee friendly policies and a positive work environment built on mutual respect and professionalism. We offer a dynamic work environment, with continuous growth & learning opportunities. We believe in growing together and our people are the driving force behind our success.

We are looking for a skilled Team Lead, who is responsible for supervising a team of Analysts and Senior Analysts to ensure smooth day-to-day support operations. The role combines hands-on case handling with leadership responsibilities like performance coaching, SLA monitoring, and continuous improvement. A Team Lead bridges the gap between frontline support and middle management, ensuring quality service delivery and team engagement.

Job Responsibilities:

Supervise daily workflows and manage team scheduling.

Monitor case queues, SLA adherence, and quality metrics.

Act as the first point of escalation for customer issues.

Review team performance and provide timely coaching.

Conduct knowledge-sharing sessions and process training.

Prepare and deliver weekly/monthly performance reports.

Coordinate with Managers for process gaps and escalated concerns.

Foster a culture of accountability, empathy, and excellence.

Requirements

Job Skills and Qualification

Bachelors degree; preference for Finance, Business, or Tech domains.

5+ years in a customer support role, preferably in fintech or banking.

12 years of people leadership or mentoring experience.

Strong problem-solving and decision-making ability.

Familiar with support tools (e.g., Zendesk, Salesforce, Freshdesk).

Good understanding of U.S. customer service culture and expectations.

Ability to multitask and maintain team morale in a fast-paced environment.

Benefits

One Complimentary Meal per Day

Internet Reimbursement

Gym Reimbursement

Group Medical Insurance

Mental Health support benefits

Relocation Assistance (if Applicable)