Customer Voice Support Lead

4020 EcoEnergy Insights Limited; Bengaluru; On-site; INR 1,200,000 - 1,900,000; Full time

Benefits offered by this job

Total rewards

Wellbeing programs

Job summary

Carrier Global Corporation is seeking a Customer Voice Support Lead in Bangalore to manage a 15-20 member team delivering voice and non-voice support. You will drive insights, train customers, and resolve technical issues across controller, electrical, and BMS domains.

The role requires 4–6 years as a team lead, a B.E./B.Tech in mechanical or electrical, and strong communication skills. You will oversee SLAs, KPIs, and process improvements in a fast-paced environment.

Qualifications

• 4–6 years’ experience as Team Lead.
• B.E./B.Tech in Mechanical, Electrical or similar background.
• Knowledge of electrical and mechanical fundamentals related to HVAC and building automation.
• Strong verbal and written communication skills.

Responsibilities

• Manage a team of 15-20 Associate Engineers.
• Gather insights and analyze through AI driven tools.
• Provide technical solutions to controller, electrical & BMS related issues.
• Managing day to day operation to ensure project defined SLAs & KPIs are met.
• Ability to track and diagnose SLA breach and implementing action plan.
• Delegate tasks and set project deadlines.
• Preparing reports on various metrics adhering to timeline with integrity.
• Do regular performance evaluation of team.
• Create a healthy and motivating work environment and atmosphere.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Coordinate with cross functional teams to introduce best practices and learnings.
• Introduce preventive actions to avoid escalation.
• Perform data analysis to introduce actionable process improvement tasks.
• Ensure adequate headcount is available to meet daily deliverables and SLA.
• Leave tracking and updating for self and team in leave Portal.
• Providing regular Process and Technical trainings.
• Identification and coaching of individuals to enhance knowledge and quality of service.
• Derive Process improvement and optimizing existing process.
• Perform detailed analysis on escalations and to take preventive actions

Skills

Team Leadership

Customer Service

Data Analysis

AI tools

HVAC knowledge

Education

B.E./B.Tech in Mechanical or Electrical

Job description

Role: Customer Voice Support Lead Location: Bangalore Full/ Part-time: Full time

About Carrier Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, life‑saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world‑class, inclusive workforce that puts the customer at the centre of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

About the role: Manage a team of Voice & Non-Voice support Associate Engineers. Established professional in Product and Technical Support. Responds to customer calls, provides training to customers, and performs data analysis. Adjusts work procedures to ensure high levels of performance.

Job Responsibilities

• Manage a team of 15-20 Associate Engineers
• Gather insights and analyze through AI driven tools
• Provide technical solutions to controller, electrical & BMS related issues
• Managing day to day operation to ensure project defined SLAs & KPIs are met
• Ability to track and diagnose SLA breach and implementing action plan
• Delegate tasks and set project deadlines
• Preparing reports on various metrics adhering to timeline with integrity
• Do regular performance evaluation of team
• Create a healthy and motivating work environment and atmosphere
• Listen to team members’ feedback and resolve any issues or conflicts
• Coordinate with cross functional teams to introduce best practices and learnings
• Introduce preventive actions to avoid escalation
• Perform data analysis to introduce actionable process improvement tasks
• Ensure adequate headcount is available to meet daily deliverables and SLA
• Leave tracking and updating for self and team in leave Portal
• Providing regular Process and Technical trainings
• Identification and coaching of individuals to enhance knowledge and quality of service
• Derive Process improvement and optimizing existing process
• Perform detailed analysis on escalations and to take preventive actions

Requirements

• 4 – 6 years’ experience as Team Lead.
• B.E/B.Tech in Mechanical, Electrical or similar background.
• Knowledge of electrical and mechanical fundamentals related to HVAC and building automation.
• Strong verbal and written communication skills.

Benefits

We offer a competitive total rewards package that may include other benefits and well‑being programs. Offerings vary by role and location and are designed to support employees’ health, security, and success.

Equal Treatment and Non-Discrimination

Carrier is committed to equal treatment and non-discrimination principles. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability, or any other applicable protected class.

Equal Opportunity Employer

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Job Applicant Privacy Notice

Please review Carrier’s Job Applicant Privacy Notice , Use of AI in Recruitment Technology enabled tools may support parts of the recruitment process, with oversight by people.

Job Applicant's Privacy Notice

At Carrier we make modern life possible by delivering groundbreaking systems and services that help homes, buildings and shipping become safer, smarter and more sustainable. We exceed the expectations of our customers by anticipating industry trends, working tirelessly to master and revolutionize them. Our team of approximately 56,000 dedicated individuals continues to mold industry standards by pursuing the latest research and developments to improve the lives of our customers. We’re constantly growing, seeking out talented, likeminded people who are committed to our primary duty: to be the world’s first choice in security, shipping and HVAC technology.