ITILITE - Team Lead - Customer Support

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)