Customer Support Team Lead

JOB DESCRIPTION :

1. JOB IDENTIFICATION

APTEAN JOB TABLE : Team Lead, SRE

APTEAN JOB TITLE : Team lead, SRE

2. GENERAL JOB SUMMARY

We are looking for a Team Lead – Customer Experience Support to provide hands-on guidance to a team of 7 support engineers working on a process manufacturing-focused ERP platform , especially its Finance modules (GL, AR, AP, FA, etc.). This role combines technical expertise with team mentorship, issue resolution, and day-to-day operational leadership in a rotational 24x7 support model .

3. PRINCIPAL DUTIES AND RESPONSIBILITIES

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 , particularly in financial modules .
• Monitor ticket queues and ensure timely response and resolution within SLAs.
• Perform root cause analysis of recurring issues and contribute to knowledge base documentation .
• Collaborate with internal teams (Product, QA, Engineering) for faster issue resolution and 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 workload balance.
• 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 :

Technical Skills :

Team Lead & Communication Skills :

Soft Skills & Mindset :

Preferred Qualifications :

Skill Required Proficiency

Notes / Expectations

Domain Expertise

ERP Functional Knowledge – Financial Modules (GL, AR, AP, FA, Costing)

Expert

Guide team on finance workflows and resolve functional issues.

ERP – Process Manufacturing Knowledge

Intermediate

Understand manufacturing impact on finance and other modules.

Technical Skills

SQL Querying & Data Validation

Intermediate

Write / understand queries for issue resolution.

Log Analysis / Error Tracing

Intermediate

Assist in identifying issue patterns from logs.

ERP Configuration Understanding

Basic to Intermediate

Advisory knowledge to support functional issue analysis.

Support Operations

Salesforce Service Cloud (Case Management)

Proficient

Handle ticket lifecycle, prioritization, escalations.

Azure Cloud Basics (Monitoring, Infra Awareness)

Basic to Intermediate

Understand cloud setup, troubleshoot with infra team.

SLA / Escalation Handling

Proficient

Manage priorities and ensure timely resolutions.

Shift & Roster Planning

Intermediate

Plan 24x7 support coverage fairly and efficiently.

Team Leadership

Team Coaching & Mentorship

Proficient

Train and guide young engineers effectively.

Conflict Resolution / People Handling

Intermediate

Address internal and external conflicts tactfully.

Quality Review (Tickets / KB Articles)

Intermediate

Review quality of customer responses and documentation.

Communication Skills

Written Communication

Proficient

Ensure clarity and professionalism in ticket responses.

Verbal Communication

Proficient

Conduct team calls, customer discussions confidently.

Cross-functional Collaboration

Proficient

Work with QA, Product, and Engineering on escalations.

Process & Tools

Knowledge Base Creation & Maintenance

Intermediate

Encourage reusable documentation of repeated issues.

Incident Management Process (ITIL-like)

Basic

Follow incident lifecycle and escalation protocols.

Continuous Improvement Mindset

Intermediate

Drive process and support experience improvements.

Attitude & Mindset

Customer Obsession

Strong

Always keep customer experience at the center.

Ownership & Accountability

Strong

Own issues end-to-end with a responsible attitude.

Adaptability (Shift work, 24x7 environment)

Strong

Embrace dynamic shift schedules and urgent escalations.

DISCLAIMER

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.