Team Lead - Customer Support
Teachmint · Bengaluru · onsite · Posted 63d ago
Undisclosed3–6 yrsinternshipSourced from
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About this role
Job Title: Team Lead - Customer Support
Location: Bangalore (On-Site)
Job Summary We are seeking an energetic, analytical, and empathetic Team Leader - Customer Support to lead and elevate our customer support and onboarding operations.
In this role, you will elevate the day-to-day functions of our support team from basic ticket resolution into a high-performing support and training engine. You will manage a team of Customer Support Specialists and Interns, oversee customer onboarding and product training initiatives across our SaaS and hardware solutions (Teachmint X), maintain tight SLA adherence, handle high-priority customer escalations, and drive continuous quality improvement across all customer support touchpoints.
Responsibilities 1. Team Leadership & People Management - Lead, coach, and mentor a high-performing team of Customer Support Executives and Support/Training Interns.
- Conduct regular 1-on-1s, perform quality audits on support tickets/calls, and drive continuous skill development across the team.
- Manage shift schedules, roster planning, ticket volume allocation, and team capacity to ensure optimum workflow coverage.
- Oversee end-to-end customer query resolution across channels (Phone, Email, Chat, and On-site support ticketing).
- Define and enforce strict SLAs for First Response Time (FRT), First Call Resolution (FCR), and Turn-Around Time (TAT).
- Serve as the senior point of escalation for complex technical bugs, hardware issues with Teachmint X boards, or dissatisfied client accounts.
- Perform root-cause analysis (RCA) on recurring customer queries and friction points to provide actionable insights to the Product, Engineering, and Hardware teams.
- Identify recurring customer issues and Implement long term solutions to fix them / automate them to drive efficiency and customer delight
- Optimize internal knowledge systems, ticketing workflows (e.g. Zoho Desk), and customer feedback tracker databases.
- Create SOPs to enhance team efficiency.
- Education: Bachelor s degree in Business Administration, Engineering, HR, Communications, or a related field.
- Experience: 3 to 6 years of core experience in Customer Support, Customer Experience, or Technical Support in a tech environment, with at least 1-2 years in a direct team handling/leadership role.
- Industry Background: Prior experience in SaaS, EdTech, Enterprise IT Support, or Consumer Electronics/Hardware support is highly desirable.
- People Leadership: Demonstrated ability to build, train, and motivate support reps and interns, fostering a culture of ownership and high performance.
- Tools & Systems: Hands-on expertise with omni-channel customer support platforms (Freshdesk, Zendesk, Salesforce Service Cloud, or Zoho Desk) and analytics dashboards.
- Problem-Solving & Data Acumen: Strong proficiency in MS Office / Google Workspace (Excel, Sheets, Data Visualization) to track metrics, report CSAT trends, and optimize workflows.
- Communication: Exceptional written and verbal communication skills in English and Hindi (knowledge of additional Indian regional languages is a major plus).
- Customer Centricity: Strong emotional intelligence, de-escalation skills, and a genuine passion for creating delightful customer outcomes.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer SupportTechnical SupportProduct EngineeringProcess ImprovementAnalyticsworkflowsalesforceanalyticalMS OfficeRecruitment
About Teachmint
Teachmint
EdTech
750
employees
2020
6 years old
Bengaluru/Bangalore, Karnataka
India
About
Teachmint is focused on revolutionizing education through technology by providing comprehensive solutions for various educational stakeholders to improve learning environments.
Industries
EdTechInternet
Employee ratings
274 reviews
3.9/ 5
Culture
4.0
Career growth
3.6
Work-life
3.9
Employees rate it well for
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