Customer Support Team LeadITILITE • Bengaluru, Karnataka, India

Customer Support Team Lead

ITILITE • Bengaluru, Karnataka, India

3 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.

Create a job alert for this search

Team Lead • Bengaluru, Karnataka, India

Related jobs

Team Lead - Qa

Check Point Software • Bengaluru, Republic Of India, IN

We are a leading innovator in cybersecurity and networking solutions, committed to delivering cutting-edge Secure Access Service Edge (SASE) platforms. Our team thrives on deep technical expertise, ...Show more

Last updated: 11 hours ago • Promoted • New!

Team Lead - Customer support

Confidential • Bengaluru / Bangalore, India

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is re...Show more

Last updated: 23 days ago • Promoted

ITILITE - Team Lead - Customer Support

Itilite Technologies Private Limited • Bangalore, India

Description : About ITILITE : ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense management, and payments.Bac...Show more

Last updated: 30+ days ago • Promoted

R&D Team Lead

ABB • Bengaluru, Karnataka, India

This job is with ABB, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.At ABB, we help indu...Show more

Last updated: 7 hours ago • Promoted • New!

Team Lead

ALTISOURCE BUSINESS SOLUTIONS PRIVATE LIMITED • Bangalore, IN

Willing to work in night shift.Lead the property inspection operations in a multi-client environment ensuring adherence to service level agreements and quality standards. Track team perfoJob Descrip...Show more

Last updated: 10 days ago • Promoted

IT Support Team Lead

Chargebee • Bengaluru, Republic Of India, IN

The Lead IT Support Engineer will be responsible for overseeing IT Support operations for Chargebee globally.This role requires both hands-on technical expertise and leadership skills to actively s...Show more

Last updated: 1 day ago • Promoted

Customer Support Team Lead

Pine Labs • Bengaluru, Karnataka, India

Job Title : Customer Support Team Lead.We are seeking a proactive and experienced.The ideal candidate will have strong leadership skills, a customer-first mindset, and the ability to drive performan...Show more

Last updated: 5 days ago • Promoted

Customer Support Team Lead

ITILITE • Bengaluru, Karnataka, India

ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense.Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey...Show more

Last updated: 2 days ago • Promoted

Sales Team Lead (US Shift)

BrightCHAMPS • Hosur, Tamil Nadu, India

What is BrightChamps? A global live-learning edtech platform for kids from 6 to 16 years to learn next-gen life skills such as Coding, Financial Literacy, Communication Skills and Robotics.BrightCH...Show more

Last updated: 7 hours ago • Promoted • New!

Team Lead - Technical Support

Confidential • Bengaluru / Bangalore, India

It's not everyday that you consider starting a new career.We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the $2 billion ...Show more

Last updated: 23 days ago • Promoted

Team Lead - Customer Support

Confidential • Bengaluru / Bangalore

Lead, mentor, coach, and motivate a team of customer support representatives to achieve individual and team goals.Conduct regular one-on-one performance reviews, provide constructive feedback, and ...Show more

Last updated: 30+ days ago • Promoted

Founding Member | Customer Support & Implementation Specialist

WorkBuddyHR • Bangalore Urban, Karnataka, India

WorkBuddyHR is an early-stage startup building a next-generation HRMS platform designed for small and medium businesses.Our goal is to simplify employee onboarding, HR operations, performance manag...Show more

Last updated: 1 day ago • Promoted

Zinier Technologies - Support Lead - Observability Services

Zinier Technologies • Bangalore

Role Overview : We are looking for a hands-on and dependable Support Lead to anchor our technical support operations.This role will act as the single point of contac...Show more

Last updated: 4 days ago • Promoted

Azure Cloud Team Lead

LTIMindtree • Bengaluru, Karnataka, India

Notice Period : Immediate to 30 days.Please do not apply Notice Period with more than 30 days of Notice Period.Azure Services (must include all services).Show more

Last updated: 30+ days ago • Promoted

Sales Team Lead

SeedWill Consulting • Bengaluru, Karnataka, India

Actively work on verified leads, follow-ups, arranging site visits, and assisting in deal closures.Interact with customers to understand requirements, address queries, and demonstrate project featu...Show more

Last updated: 19 days ago • Promoted

Team Lead

Firstsource • Bengaluru, Karnataka, India

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services.Firstsource specializes in helping customers stay ahead of the curve through transformational so...Show more

Last updated: 30+ days ago • Promoted

Lead - Customer Support - D2C / eCommerce

valarr.io • Bangalore, India

Role As the Lead Customer Support, you will lead the end-to-end customer experience journey for our D2C brand.Youll be responsible for ensuring every customer...Show more

Last updated: 30+ days ago • Promoted

Technical Team Lead

ESPL (Eduplex Solutions Pvt Ltd) • Bengaluru, IN

ESPL (Eduplex Solutions Pvt Ltd) offers a diverse range of services, including IT and IT-enabled projects, CCTV and surveillance solutions, tools development, and educational innovations.The compan...Show more

Last updated: 14 hours ago • Promoted • New!