Customer Support Team Lead

At Intellithink , we are building intelligent solutions that combine data science, advanced analytics, and domain expertise to solve complex real-world problems. Our work spans across predictive maintenance and industrial AI — helping businesses harness the power of data to improve reliability, efficiency, and decision-making.

Customer Support Lead – IoT Solutions

We are seeking a Customer Support Lead – IoT Solutions to head customer support operations and ensure world-class service for our IoT deployments. This role is pivotal in driving customer satisfaction, retention, and trust by delivering exceptional technical support and leadership.

Key Responsibilities

• Lead and manage the IoT customer support team to deliver timely, reliable, and customer-centric service.
• Troubleshoot and resolve issues related to networking, connectivity, software applications, and IoT solutions .
• Establish and refine support processes, escalation paths, and knowledge base documentation.
• Act as the primary escalation point for complex technical issues requiring advanced expertise.
• Collaborate closely with engineering, product, and field operations teams to ensure smooth deployments and effective problem resolution.
• Monitor key support metrics (response time, resolution time, customer satisfaction scores) and drive continuous improvements.
• Provide training, mentoring, and development opportunities to support team members.
• Champion a customer-first culture by proactively identifying recurring issues and feeding insights into product improvement.

Required Skills & Experience

Preferred Qualifications