Team Lead - Technical Support (Chat & Email)
Gigmo Solutions · Remote · remote · Posted 28d ago
About a minute. You'll make an account on the way through.
About this role
Gigmo Solutions Pvt. Ltd. is a fast-growing global organization with presence across multiple regions including the Americas, Europe, Africa, and Asia. The company specializes in multilingual customer support and leverages AI-driven solutions and a global gig workforce to deliver efficient and scalable support services.
Key Responsibilities:
- Lead and manage a team of Technical Support Agents (chat email).
- Monitor team performance and provide regular feedback, coaching, and mentoring.
- Ensure high-quality customer interactions with clear and accurate communication.
- Handle customer escalations and resolve complex technical issues.
- Ensure adherence to SLAs, response time, and resolution targets.
- Manage and prioritize team workload and support queues effectively.
- Assist team members in troubleshooting and resolving customer issues.
- Collaborate with cross-functional teams for issue resolution.
- Conduct quality audits and ensure compliance with SOPs.
- Identify process gaps and drive continuous improvement initiatives.
- Track key performance metrics (CSAT, productivity, SLA adherence).
- Prepare and share performance reports with management.
Qualifications:
- Bachelor s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent).
- 5+ years of experience in customer support (chat/email).
- Minimum 2 years of experience in a team handling or leadership role.
- Excellent written communication skills with attention to detail.
- Strong analytical and problem-solving abilities.
- Familiarity with customer support tools and chat platforms.
- Ability to manage remote teams and multitask effectively.
- High level of empathy, patience, and customer focus.
Work Details:
- Location: Remote (Anywhere in India)
- Shift: Rotational (24/7 environment)
- Hardware: Laptop (16GB RAM, Windows 11), Internet speed 50 Mbps
Disclaimer: This job posting and location 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
About Gigmo Solutions
Gigmo Solutions
IT Services & Consulting
125
employees
2018
8 years old
Wilmington, North Carolina
United States
₹7L PA avg
Avg at Gigmo Solutions
About
Gigmo Solutions Pvt. Ltd has been founded with the aim to make customer support substantially more efficient with the use of Gig economy and Artificial intelligence.
Gigmo has built a technology platform, Gigmos, that enables us to onboard sharp and motivated Gig workers from anywhere in the world. The platform ensures top quality candidate onboarding by putting every potential candidate through rigorous testing and ID validation process. Once onboarded, we have these people available on-demand on Gigmos platform.
Gigmo Solutions is developing AI based conversational bots that will work in synergy with Gig workers, wherever needed – making Gigmos platform first ever hybrid platform (Human Intelligence + Artificial Intelligence) to use conversational bots and humans in perfect harmony to achieve our mission.
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