Screen Magic - Team Lead - Customer Support

Job Description : Team Lead Customer Support US region.

Location : Baner, Pune (Work from Office).

Job Type : Full-Time, 5 Days Working.

We are seeking an experienced Team Lead Customer Support to join our dynamic team in a cloud-based messaging platform company.

The ideal candidate will have a strong background in customer support management, with hands-on experience in leading teams, driving performance, and ensuring the highest standards of service delivery.

You will be responsible for managing a team of support agents, enhancing team performance, coaching, and ensuring customer satisfaction at all levels.

Experience with Salesforce and Zoho CRM platforms is essential for managing support workflows and improving operational efficiency.

The candidate must also have experience handling US clients and providing B2B support in a cloud-based or SaaS environment.

About SMS Magic :

SMS Magic is a leading cloud-based messaging platform, trusted by businesses worldwide for its powerful and seamless communication solutions.

We specialize in delivering omnichannel messaging services like SMS, WhatsApp, and email, integrated with CRM platforms such as Salesforce and Zoho.

As we continue to grow, were looking for motivated and customer-oriented individuals to join our support team and help us provide exceptional service to our clients.

Key Responsibilities :

Team Leadership :

• Lead and manage a team of customer support agents, ensuring smooth daily operations, task assignments, and optimal performance.
• Act as a point of contact for escalations and resolutions.

Performance Management :

continuous improvement.

Coaching & Development :

Quality Monitoring :

Customer Support Operations :

management, response times, and resolution of customer issues.

Reporting & Analysis :

Tool Management & Integration :

Escalation Management :

Cross-Functional Collaboration :

Process Improvement :

Industry Knowledge :

Technical Skills :

Leadership & Management :

Customer-Centric Mindset :

Communication & Interpersonal Skills :

Problem Solving & Decision Making :

solutions quickly.

Education : Bachelors degree in Computer Science, Engineering, or a related technical field is required.

Desired Skills :

Why Join SMS Magic?

Career Growth : Continuous learning and career development opportunities in a fast-growing tech company.

Competitive Compensation : Industry-standard salary, health insurance, and additional benefits.

(ref : iimjobs.com)