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Sutherland
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Technical Support Team Lead

Technical Support Team Lead

6 - 11 years

|

6 - 9 Lacs

navi mumbai mumbai (all areas)

Posted:4 hours ago| Platform:

Apply

Skills Required

attrition management technical support upselling troubleshooting sla management shrinkage

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Manage day-to-day operations for a team of associates.
Set clear performance expectations and provide regular feedback
Monitor KPIs such as CSAT, AHT, ARR, and retention rates.
Ensure adherence to scripts, processes, and compliance standards.
Identify opportunities for upselling and cross-selling
Drive team performance on renewals, attach motions, and guided retention techniques
Maintain daily shrinkage target
Consistent attainment of operational KPIs (AHT, case resolution time )

Preferred candidate profile

5+ years in customer support or sales roles, with at least 2 years in a leadership capacity.
Experience managing teams in SaaS or digital environments preferred

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