This job offer is not available in your country.
ITILITE - Team Lead - Customer Support
Itilite Technologies Private LimitedBangalore, India2 days ago
Job descriptionSupervise daily travel operations including ticketing, cancellations, reshop, and MIS validation. Coach and guide team members; ensure SLA adherence and service quality. Identify workflow gaps and recommend SOP improvements. Act as a support escalation point for unresolved client issues. Notify leadership and stakeholders in real time on critical cases. Coordinate with airlines, hotels, and vendors to ensure quick issue resolution. Validate MIS, vouchers, and invoices for accuracy. Drive compliance with client-specific and ITILITE process standards. Implement improvements to reduce cancellations and billing errors. Conduct training on GDS tools (Sabre, Travelport), booking systems, and policy updates. Mentor new hires and promote continuous learning. Work with CSM, Finance, Product, and Tech teams to resolve payment, refund, or system-related issues. Review Stripe charges Ensure timely refunds from vendors. Track refund timelines and coordinate with Finance for reconciliation. Learn Nextiva, Tawk. to, Freshdesk in deep. Gain more knowledge. Maintain system hygiene and recommend automation improvements. Act as a backup agent during peak load or team shortages to maintain SLA delivery. SLA adherence 98% Error rate < 1% ( mis errors, process deviation etc) Refund closure within 57 days Escalation resolution 2 hours Stripe charges < 3 days
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.
Role Overview :
We're looking for a dynamic, data-driven leader to head our US-based Support & Resolution Centre (SRC).
You'll lead a team of 1020+ 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.
- Location : Bangalore
- Working Model : Work from Office
- Schedule : US Shift Timings
Key Responsibilities :
Team Management & Operations :
Client Support & Escalation Handling :
Process & Compliance :
Training & Development :
Cross-Functional Collaboration :
Payments & Refunds :
Tools & Technology :
Hands-on Support :
Key Metrics (KPIs) :
(ref : iimjobs.com)
Create a job alert for this search
Team Lead • Bangalore, India
Related jobs
Deliver end-to-end automated solutions which include technical implementation of the ServiceNow Platform, Core System, and Applications.
Deliver a high level of knowledge and customer service within...Show moreLast updated: 30+ days ago
- Promoted
Team Lead
Bexomi Technologies Private Limitedbangalore district, karnataka, in Bexomi Technologies Private Limited is a predictive cybersecurity company building the world’s first Digital Immune System for Smart Cities.
We combine Digital Twins, AI-driven anomaly detection, Bl...Show moreLast updated: 3 days ago
- Promoted
Technical Lead
HCLTechhosur, tamil nadu, in Informatica EDC CAI / CDI Developer.Informatica CAI (Cloud Application Integration) - Integration Platform.API Development (REST / SOAP, Swagger / WSDL) - Web Services & APIs.
Workflow Orchestration (Even...Show moreLast updated: 30+ days ago
- Promoted
Technical Support Lead
Scaling Theory Technologies Pvt LtdBangalore Job Title : Technical Support Lead Location : Bangalore : 5 to 7 years Show moreLast updated: 30+ days ago
- Promoted
Team Lead Support
ConfidentialBengaluru / Bangalore, India We are looking for an experienced and proactive Support Manager to lead our customer support operations.You will be responsible for managing a team of support executives, ensuring high levels of cu...Show moreLast updated: 27 days ago
Team Lead
Saaki Argus & Averil ConsultingBengaluru, Karnataka, IndiaQuick Apply
- Promoted
Integration Lead
IT AISABangalore Integration Monitoring Lead As an Integration Monitoring Lead, you will manage a team responsible for monitoring, analyzing, and resolving integration and application...Show moreLast updated: 28 days ago
- Promoted
Team Lead
FirstsourceBengaluru, 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 moreLast updated: 30+ days ago
- Promoted
Technical Lead
ValueMomentumhosur, tamil nadu, in Hyderabad Preferred ( Open to Remote also).We are seeking a highly skilled and hands-on.The ideal candidate will be responsible for designing optimal solutions, leading development efforts, and pro...Show moreLast updated: 30+ days ago
- Promoted
Team Lead
InfogainBangalore Urban, Karnataka, India JD for Workfront Fusion Developer -.Implementing complex solutions in Workfront from requirements developed in partnership with peers and delivered in clear layouts for business leaders and non-tec...Show moreLast updated: 3 days ago
- Promoted
Team Lead
Programmers.iohosur, tamil nadu, in Job Title : Team Lead- Power BI.Should be able to work until 10 : 30 PM IST.Location : PAN INDIA Remote, Work from Home.Experience Required : 7 - 15 Years.
Note- Please ensure the Power BI Desktop App is ...Show moreLast updated: 3 days ago
- Promoted
- New!
▷ (Only 24h Left) Azure Cloud Team Lead
LTIMindtreeBengaluru, Karnataka, India Role : Azure Cloud Team Lead Experience : 8 to 12 Years Job Location : Bangalore Hybrid Mode FTE with LTIMindtree Notice Period : Immediate to 30 days Please do not apply Notice Period with more ...Show moreLast updated: 1 hour ago
- Promoted
Team Lead-Domestic BPO
TPBangalore, IN Team Leader – Customer Service.Years in BPO | 1+ Year as Team Lead.Excellent communication & problem-solving skills.Show moreLast updated: 3 days ago
- Promoted
Customer Service Team Lead
ConfidentialBengaluru / Bangalore, India Responsible for leading the customer support team, driving excellent customer service, monitoring performance, coaching team members, and ensuring they have the right tools and resources to succeed...Show moreLast updated: 27 days ago
- Promoted
Azure Cloud Team Lead
LTIMindtreebangalore, karnataka, in Notice Period : Immediate to 30 days.Please do not apply Notice Period with more than 30 days of Notice Period.Show moreLast updated: 11 days ago
- Promoted
Lead - Customer Support - D2C / eCommerce
valarr.ioBangalore, 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 moreLast updated: 10 days ago
- Promoted
GCP Integration Technical Lead
Innova ESIhosur, tamil nadu, in GCP Application Integration, Cloud Run, Big Query, Google Cortex framework and.Must know GCP Application Integration, Cloud Run, Big Query, Google Cortex framework and.Show moreLast updated: 1 day ago
- Promoted
Team Lead
True Probehosur, tamil nadu, in Team Lead – Full Stack Engineer.Remote | 💰 ₹45–₹60 LPA | 🕒 6+ Years Experience.Our AI-driven platform makes background verification.
We seamlessly integrate with leading ATS platforms like.Workday...Show moreLast updated: 1 day ago
- Promoted
Technical Support lead
ConfidentialBengaluru / Bangalore We are seeking a Technical Support Lead to oversee our support team in India.The ideal candidate will have 1-6 years of experience in technical support, with a strong background in troubleshooting ...Show moreLast updated: 27 days ago