We are looking for a Team Leader, Customer Support in Chennai to help run the everyday operations. You will be leading a group of 8 to 10 individuals and you will work directly with the Manager of Customer Support.
Responsibilities :
- Manage the day-to-day operations
- Handle all internal issues and escalations. Also, provide status updates on these
- Monitor and review your team's metrics to improve functional and operational efficiency
- Identify and escalate issues efficiently and appropriately to management and across teams
- Prepare reports about your team's performance and events/incidents
- Regularly collect feedback from the team, validate them and fix problems. Escalate when necessary
- Identify team's training and development needs, pass that on to the trainer
- Provide your manager with feedback about the team regularly
Requirements
- A passion for customer experience
- Exceptional communication and presentation skills
- Experience working with SaaS companies (preferred)
- 3+ years of leadership experience
- An approachable and reliable person with great leadership and coaching skills
- Ability to clearly communicate goals and the direction they should be headed towards
- An effective listener who can also communicate feedback clearly and in a friendly way
- Flexibility to work in UK/US business hours and weekends
- Capable of being highly productive and independent in driving initiatives with minimal oversight from management
- A creative problem-solver, capable of making decisions when needed without relying on management
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