Support Operations Lead

Job Title : Customer Support Team Lead

Location : Bangalore

Department : Customer Experience / Support

Reports To : Helpdesk Manager

Employment Type : Full-Time

Job Summary :

We are seeking a proactive and experienced Customer Support Team Lead to manage and mentor a team of support agents, ensuring exceptional service delivery across all customer touchpoints. The ideal candidate will have strong leadership skills, a customer-first mindset, and the ability to drive performance and continuous improvement.

Key Responsibilities :

• Lead and mentor a team of customer support agents handling queries related to digital payments, financial products, and account services.
• Monitor daily operations, including ticket queues, response times, and resolution quality.
• Handle escalations involving sensitive financial issues with discretion and professionalism.
• Conduct regular team meetings, performance reviews, and training sessions.
• Analyze support metrics and generate reports to identify trends and areas for improvement.
• Collaborate with cross-functional teams (Program Managers, Sales, Engineering) to resolve customer pain points and improve processes.
• Maintain and update knowledge base and support documentation.
• Ensure compliance with company policies, procedures, and service standards.

Qualifications :

Preferred Skills :