ITILITE - Team Lead - Customer Support

Description:

About ITILITE:

ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense management, and payments.

Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors.

Role Overview:

We're looking for a dynamic, data-driven leader to head our US-based Support & Resolution Centre (SRC).

You'll lead a team of 1020+ specialists, manage escalations, and drive quality to deliver world-class customer support.

The ideal candidate moves fast, thinks sharp, and has a proven track record of building high-performing teams and streamlining processes.

- Location: Bangalore

- Working Model: Work from Office

- Schedule: US Shift Timings

Key Responsibilities:

Team Management & Operations:

- Supervise daily travel operations including ticketing, cancellations, reshop, and MIS validation.

- Coach and guide team members; ensure SLA adherence and service quality.

- Identify workflow gaps and recommend SOP improvements.

Client Support & Escalation Handling:

- Act as a support escalation point for unresolved client issues.

- Notify leadership and stakeholders in real time on critical cases.

- Coordinate with airlines, hotels, and vendors to ensure quick issue resolution.

Process & Compliance:

- Validate MIS, vouchers, and invoices for accuracy.

- Drive compliance with client-specific and ITILITE process standards.

- Implement improvements to reduce cancellations and billing errors.

Training & Development:

- Conduct training on GDS tools (Sabre, Travelport), booking systems, and policy updates.

- Mentor new hires and promote continuous learning.

Cross-Functional Collaboration:

- Work with CSM, Finance, Product, and Tech teams to resolve payment, refund, or system-related issues.

Payments & Refunds:

- Review Stripe charges

- Ensure timely refunds from vendors.

- Track refund timelines and coordinate with Finance for reconciliation.

Tools & Technology:

- Learn Nextiva, Tawk. to, Freshdesk in deep.

- Gain more knowledge.

- Maintain system hygiene and recommend automation improvements.

Hands-on Support:

- Act as a backup agent during peak load or team shortages to maintain SLA delivery.

Key Metrics (KPIs):

- SLA adherence 98%

- Error rate < 1% ( mis errors, process deviation etc)

- Refund closure within 57 days

- Escalation resolution 2 hours

- Stripe charges < 3 days