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Customer Support Team Lead

Customer Support Team Lead

ITILITEIndia
2 days ago
Job description

About ITILITE

ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense

management, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors.

Learn more : itilite.com

Role Overview

We are looking for a dynamic, data-driven leader to head our US-based Support & Resolution Centre (SRC). You willll lead a team of 10–20+ specialists, manage escalations, and drive quality to deliver world- class customer support. The ideal candidate moves fast, thinks sharp, and has a proven track record of building high-performing teams and streamlining processes.

Working Model : Work from Office

Schedule : US Shift Timings

Key Responsibilities :

Team Leadership & People Management

  • Lead and mentor a 10–20+ member US-based support team, fostering high performance.
  • Manage full-cycle hiring with HR, from sourcing to onboarding.
  • Conduct monthly 1 : 1s to review performance, recognize strengths, and set development plans.
  • Serve as primary contact for grievances, ensuring fair and timely resolution.

Operations & Escalation Handling

  • Oversee the resolution of complex customer issues by managing all escalated cases.
  • Lead daily team briefings to address performance gaps and share critical updates.
  • Ensure business continuity by providing operational support during weekends when required.
  • Strategically manage workforce scheduling, approving leave and time-off requests to maintain

    • optimal coverage.

    Quality, Process, & Performance Improvement

  • Lead daily quality audits of calls and chats to assess performance and uphold exceptional

    • service standards.

  • Champion operational excellence by identifying process, training, and product improvements,

    • and leading strategic change execution.

  • Leverage data insights on productivity and behavior to drive personalized coaching and

    • professional development.

  • Ensure fair and accurate incentive payouts through meticulous oversight of calculations and

    • timelines.

  • Own and maintain the Freshdesk knowledge base, curating and updating critical SOPs.

    • Reporting & Cross-Functional Collaboration

  • Deliver strategic insights through weekly ARC Sales Report analysis and distribution.
  • Align cross-functional teams on performance goals for cohesive execution.
  • Serve as primary contact for technical and product inquiries, ensuring swift resolution.
  • Optimize Freshdesk configurations and account setups for maximum efficiency.

    • What should you have?

  • A seasoned people leader with over 3-4 years of hands-on experience, successfully managing

    • teams of 10-20 in fast-paced contact centre environments. A background in the travel sector is a

    plus.

  • A data-driven strategist who measures, analyses, and optimizes performance, using data to

    • inform every decision.

  • Analytical and detail-oriented, with a natural curiosity and strong logical skills to dig into the

    • "why" behind every metric and turn insights into action.

  • Agile and results-focused, thriving in fast-moving environments and consistently driving

    • towards key business results.

  • A continuous learner, eager to acquire new skills and adapt to new workflows, tools, and

    • industry best practices.

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