Team Lead - Technical Support (Chat & Email)

8 hours, 22 minutes ago
Full-time
Senior
Project and Program Management
Gigmos

Gigmos

Gigmos specializes in curating highly skilled gig workers to provide efficient and cost-effective customer support solutions through an online platform, leveraging artificial intelligence to enhance service delivery and reduce operational costs.

Internet Software & Services
51-250
Founded 2018

Description

  • Lead and manage a team of Technical Support Agents handling chat and email support.
  • Monitor team performance and provide regular coaching, feedback, and mentoring.
  • Handle customer escalations and resolve complex technical issues.
  • Ensure adherence to SLA, response time, and resolution targets.
  • Manage and prioritize support queues and team workload effectively.
  • Assist team members with troubleshooting and customer issue resolution.
  • Collaborate with cross-functional teams to resolve issues.
  • Conduct quality audits and ensure compliance with SOPs.
  • Identify process gaps and drive continuous improvement initiatives.
  • Track and report key performance metrics such as CSAT, productivity, and SLA adherence.

Requirements

  • Bachelor’s degree in B.Sc., BCA, BA, BCom, BBA, BSc IT, or equivalent.
  • 5+ years of experience in customer support, specifically chat and email.
  • 1–2 years of experience in a team handling or leadership role.
  • Excellent written communication skills with strong attention to detail.
  • Strong analytical and problem-solving abilities.
  • Familiarity with customer support tools and chat platforms.
  • Ability to manage remote teams and multitask effectively.
  • High level of empathy, patience, and customer focus.
  • Availability to work rotational shifts in a 24/7 environment.
  • Laptop with 16GB RAM and Windows 11, plus 50 Mbps internet speed.

Benefits

  • Remote work from anywhere in India.
  • Opportunity to work with a global organization operating across multiple regions.
  • AI-driven, scalable support environment.
  • Rotational 24/7 shift structure.

Interested in this position?

Apply directly on the company website

Apply Now

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