Senior Team Lead | Customer Experience

Candidates being considered for support roles should have relevant experience in SaaS-based product support / technical customer support operations. Depending on the role, candidates should demonstrate strong product and process understanding, troubleshooting capability, operational ownership, analytical skills, and the ability to work effectively with frontline teams and cross-functional stakeholders. Experience in a voice/chat-based contact center environment and working in US shifts is preferred.

SME - Product Support:

Candidates should have strong product and process expertise in a SaaS/product support environment, with the ability to resolve complex queries, support frontline agents with escalations, and provide real-time guidance. They should be capable of identifying recurring issues, conducting root-cause analysis, supporting knowledge management, and coaching teams on product/process updates.

Team Lead - Product Support:

Candidates should have experience managing frontline customer/product support teams, with ownership of SLA, quality, productivity, adherence, and customer experience metrics. The role requires strong people management, performance coaching, escalation handling, team engagement, and coordination with QA, Training, WFM, and other support functions.

Tier 2 - Product Support:

Candidates should have strong experience in technical/product support, with the ability to handle complex issues escalated by frontline teams. The role requires advanced troubleshooting, root-cause analysis, strong product understanding, and coordination with SMEs and other teams for timely resolution.

Quality Analyst (QA) - Product Support:

Candidates should have experience in quality monitoring within product/customer support operations, including interaction audits, compliance checks, defect identification, and feedback/coaching. Strong analytical skills, attention to detail, and understanding of quality metrics and customer experience standards are essential.

Training Facilitator - Product Support:

Candidates should have experience delivering new hire, product, process, and refresher training in a customer/product support environment. They should be capable of facilitating training, conducting assessments and certifications, supporting nesting, identifying learning gaps, and maintaining/updating training content.

Workforce Management (WFM):

Candidates should have hands-on experience in workforce forecasting, capacity planning, scheduling, and staffing optimization within contact center/product support operations. Strong understanding of shrinkage, occupancy, utilization, SLA planning, workforce analytics, and relevant WFM tools is required.

Real-Time Management (RTM):

Candidates should have experience in real-time monitoring and intraday workforce management, including schedule adherence, queue and SLA monitoring, staffing gaps, and intraday adjustments. They should work closely with Operations and WFM to manage demand fluctuations and maintain service levels.

SER Champ - Product Support:

Candidates should have experience in SaaS/product-based customer support with a strong serve-to-sell and revenue mindset. They should be able to identify upsell and cross-sell opportunities, understand customer needs, recommend relevant products/features or upgrades, and support frontline agents in improving sales conversations and conversions. Strong consultative selling, objection handling, customer communication, coaching, and performance tracking skills are required, with the ability to balance customer experience with revenue and product adoption goals.

Education: BA and any graduation