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Customer Support Team Lead
ITILITEKalyan-Dombivli, IN3 days ago
Job descriptionOversee 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 Lead daily quality audits of calls and chats to assess performance and uphold exceptional Champion operational excellence by identifying process, training, and product improvements, Leverage data insights on productivity and behavior to drive personalized coaching and Ensure fair and accurate incentive payouts through meticulous oversight of calculations and Own and maintain the Freshdesk knowledge base, curating and updating critical SOPs. 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. A seasoned people leader with over 3-4 years of hands-on experience, successfully managing A data-driven strategist who measures, analyses, and optimizes performance, using data to Analytical and detail-oriented, with a natural curiosity and strong logical skills to dig into the Agile and results-focused, thriving in fast-moving environments and consistently driving A continuous learner, eager to acquire new skills and adapt to new workflows, tools, and
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
optimal coverage.
Quality, Process, & Performance Improvement
service standards.
and leading strategic change execution.
professional development.
timelines.
Reporting & Cross-Functional Collaboration
What should you have?
teams of 10-20 in fast-paced contact centre environments. A background in the travel sector is a
plus.
inform every decision.
"why" behind every metric and turn insights into action.
towards key business results.
industry best practices.
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Team Lead • Kalyan-Dombivli, IN
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