Team Lead - Operations (International Support)

At AstroTalk, we are looking for a Team Lead - Operations (International Support) to lead and scale our global customer support function. This role requires someone who has experience managing international customer support teams, handling escalations, and driving operational excellence in a fast-paced environment.

You will be responsible for ensuring a seamless support experience for our international users, maintaining high service standards, improving support processes, and leading a team that directly impacts customer satisfaction and retention.

• Own end-to-end international support operations across chat, email, calls, and ticketing channels.
• Manage and mentor a team of support executives, ensuring timely, high-quality resolutions and adherence to SLAs.
• Monitor team productivity, quality, CSAT, response times, resolution times, and other key support metrics.
• Build, improve, and standardize SOPs, workflows, escalation frameworks, and support playbooks.
• Handle critical customer escalations and ensure a positive resolution experience.
• Identify recurring customer issues and collaborate with Product, Operations, and Tech teams to drive root-cause fixes.
• Drive process improvements, automation initiatives, and operational efficiencies to improve support quality and scalability.
• Conduct regular coaching sessions, performance reviews, and feedback discussions with team members.
• Work closely with Training and Quality teams to continuously enhance support standards and customer experience.
• Ensure compliance with support processes and maintain consistent service quality across all customer touchpoints.

• 3–6 years of experience in Customer Support, Support Operations, Customer Experience, Customer Success, or related functions.
• Prior experience handling international customer support processes is mandatory.
• Experience managing support teams and driving operational performance.
• Strong understanding of support metrics such as CSAT, SLA, AHT, FCR, Resolution Time, and Escalation Management.
• Experience working in a high-volume customer support environment.
• Excellent communication skills with strong spoken and written English.
• Strong problem-solving and stakeholder management abilities.
• Data-driven mindset with the ability to analyze trends and drive improvements.