Support Team Lead

Job Summary We are looking for a proactive and customer-focused Support Lead to manage customer interactions across calls, emails, and ticketing platforms. The ideal candidate should have prior experience leading a support team and be comfortable handling customer escalations while ensuring smooth day-to-day support operations.
Key Responsibilities • Handle customer calls and provide effective resolutions • Respond to customer emails, tickets, and support queries promptly • Ensure clear, quick, and professional communication with customers • Manage and track customer issues through ticketing tools • Maintain accurate customer records and documentation • Monitor support metrics and prepare reports using Excel • Guide and support junior team members when required • Coordinate with internal teams for issue resolution • Communicate fluently in both Hindi and English
Required Skills & Qualifications • 2–3 years of experience as a Team Lead in Customer Support • Hands-on experience with ticketing tools such as Zoho Desk and Freshdesk • Familiarity with Amplitude and Excel Sheets • Strong verbal and written communication skills in Hindi & English (Mandatory) • Experience in both email support and call support • Good email writing skills and typing speed • Basic computer proficiency and multitasking ability • Strong problem-solving and team-handling skills • Immediate joiners will be preferred