Team Lead - Customer operations

Job Title:

Customer Support Operations - Team Lead

Location:

Pune, Hinjewadi

Role Overview
The Team Lead – Customer Support Operations will lead a team of support specialists managing customer/contributor queries across ticketing, email, chat, or workflow-based support channels. The role combines strong leadership, KPI ownership, and escalation governance with hands-on data capability to drive consistent service quality and a contributor-first culture in a fast-paced operations environment.

Experience

• 5+ years in customer support, operations, or customer experience — including team mentoring, SME, or escalation ownership — and 3+ years in people management, with a proven record of owning and improving team-level KPIs.

Key Responsibilities

• Recruit, manage, coach, and develop a team of support specialists; deliver consistent coaching and performance feedback, execute individual PIPs, and close performance gaps to build accountability.

• Own and improve team-level KPIs — productivity, quality (IQS), CSAT, AHT, SLA/TAT, backlog, escalation rate, and attrition.

• Monitor daily operations, assign priorities, manage workload and backlog; support capacity planning and scheduling, and trigger overtime decisions with 24 hours’ notice where possible to ensure timely case closure.

• Use SQL to investigate complex cases — validating records, transactions, payouts, and workflow status — and guide the team on root-cause findings and accurate resolution notes in Zendesk or similar tools.

• Own escalated, sensitive, or ambiguous cases as primary escalation point to the Client Operations Lead, ensuring each escalation carries clear context, data evidence, impact, and next steps.

• Drive governance through daily huddles, KPI reviews, performance trackers, quality checks, and action-item closure; ensure SOP adherence across the team.

• Identify recurring defects, process gaps, escalation trends, and workflow inefficiencies; recommend SOP, macro, dashboard, or process improvements/automations.

• Partner with SMEs and cross-functional teams — operations, quality, training, product, and data — to reduce escalations, resolve blockers, and improve contributor experience.

Required

Skills & Qualifications

• Strong written and verbal English communication with ability to simplify technical/data findings for customers, team members, and stakeholders.

• Hands-on SQL for support   investigation — querying and joining data to verify records, transactions, and workflow status.

• Strong grasp of support KPIs, queue and case-quality management, SLA governance, and escalation control.

• Proven people-leadership ability — coaching, mentoring, and developing team members within a performance-driven, accountable culture.

• Analytical mindset with strong problem-solving, attention to detail, root-cause analysis, and decision-making ability.

• Experience using support tools and collaboration systems such as Zendesk or equivalent   CRM, Slack, Google Suite, analytics tools and dashboards, or equivalent internal tools.

Preferred / Good to Have

• Exposure to AI/ML data operations, contributor/gig workforce platforms, SaaS/platform support, transaction-based operations, or payout-related support.

• Experience maintaining SOPs, FAQs, response templates,   SQL query references,   governance trackers, or performance dashboards.

• Graduate in any discipline; analytical, technical, business, operations, or communication-focused background preferred.
Candidates from top-tier colleges are preferred

Apply Link:  SME & Team Lead - CSO

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