Team Lead,customer Support

Team Lead, Customer Support

Key Responsibilities

• Act as the

  first-level escalation point

  for the team in resolving complex ERP support queries.

• Guide and coach

  a team of young engineers handling ERP support tickets, specifically focusing on

  financial modules

  .
• Monitor ticket queues to ensure

  timely response and resolution

  within established SLAs.
• Perform

  root cause analysis

  of recurring issues and contribute to comprehensive

  knowledge base documentation

  .
• Collaborate with internal teams (Product, QA, Engineering) for faster issue resolution and effective bug tracking.
• Ensure adherence to standard processes and encourage best practices across the team.
• Plan shift rosters to maintain

  24x7 coverage

  while ensuring team well-being and balanced workload.
• Conduct

  peer reviews

  , support quality audits, and contribute to continuous improvement initiatives.
• Train new team members on product features, tools, support etiquette, and escalation handling.

Skills Required

ERP & Functional Knowledge:

• Strong domain understanding of

  ERP software

  , especially

  Finance modules

  (GL, AR, AP, FA, Costing).
• Good exposure to

  process manufacturing

  workflows and their impact on finance functions.
• Hands-on troubleshooting of ERP issues and understanding of financial business processes.

Technical Skills:

• Working knowledge of

  SQL

  for data checks, validations, and debugging.
• Familiarity with support tools (e.g., Freshdesk, Jira, Zoho Desk, Salesforce Service Cloud).
• Ability to read and interpret logs or workflow errors and suggest functional/technical fixes.
• Basic to Intermediate understanding of ERP Configuration.
• Basic to Intermediate knowledge of Azure Cloud (Monitoring, Infra Awareness).

Team Lead & Communication Skills:

• Experience leading or mentoring a small team of support engineers.
• Strong

  communication and collaboration

  skills to work with young team members and cross-functional stakeholders.
• Ability to explain complex issues in simple terms to customers and team members alike.
• Organized and dependable in

  roster planning, shift handovers, and priority case management

  .
• Proficient in written and verbal communication.
• Ability to handle conflict resolution and quality review of tickets/KB articles.

Soft Skills & Mindset:

• Customer-first attitude

  and calm under pressure during critical issue handling.
• Natural

  coach and motivator

  who can guide junior engineers to grow and take ownership.
• High sense of accountability and reliability in a 24x7 support ecosystem.
• Strong customer obsession, ownership, adaptability to shift work, and a continuous improvement mindset.

Preferred Qualifications

• Experience:

  6-9 years of total experience in ERP product support, with at least 12 years in a lead/mentorship role.

• Education:

  Bachelor's degree in Finance, IT, Computer Science, or a related field.

• Familiarity with process manufacturing ERP platforms

  (SAP, Oracle, Infor, Microsoft Dynamics, etc.).

• ITIL Foundation

  or equivalent exposure to structured support practices (optional but preferred).