Support Team Lead

Primetrace; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Primetrace is seeking a proactive Support Lead in Bengaluru to manage customer interactions across calls, emails, and tickets. The ideal candidate will lead a team, handle escalations, and ensure smooth day-to-day operations.

You will work with Zoho Desk and Freshdesk, communicate fluently in Hindi and English, and guide junior members while coordinating with internal teams for timely resolutions.

Qualifications

• 2–3 years of Team Lead experience in Customer Support.
• Hands-on with Zoho Desk and Freshdesk.
• Familiar with Amplitude and Excel Sheets.
• Strong Hindi & English communication.
• Experience in both email and call support; good typing speed.
• Immediate joiners preferred.

Responsibilities

• Handle customer calls and provide effective resolutions.
• Respond to emails, tickets, and support queries promptly.
• Maintain clear, professional communication with customers.
• Manage issues through ticketing tools and track status.
• Coordinate with internal teams for issue resolution.
• Guide and support junior team members.
• Monitor support metrics and prepare reports with Excel.

Skills

Team Leadership

Customer Support

Zoho Desk

Freshdesk

Amplitude

Excel

Hindi & English

Tools

Zoho Desk

Freshdesk

Job description

We are looking for a proactive and customer-focused Support Lead to manage customer interactions across calls, emails, and ticketing platforms. The ideal candidate should have prior experience leading a support team and be comfortable handling customer escalations while ensuring smooth day-to-day support operations.

Job Summary

We are looking for a proactive and customer-focused Support Lead to manage customer interactions across calls, emails, and ticketing platforms. The ideal candidate should have prior experience leading a support team and be comfortable handling customer escalations while ensuring smooth day-to-day support operations.

Key Responsibilities

• Handle customer calls and provide effective resolutions
• Respond to customer emails, tickets, and support queries promptly
• Ensure clear, quick, and professional communication with customers
• Manage and track customer issues through ticketing tools
• Maintain accurate customer records and documentation
• Monitor support metrics and prepare reports using Excel
• Guide and support junior team members when required
• Coordinate with internal teams for issue resolution
• Communicate fluently in both Hindi and English

Required Skills & Qualifications

• 2–3 years of experience as a Team Lead in Customer Support
• Hands-on experience with ticketing tools such as Zoho Desk and Freshdesk
• Familiarity with Amplitude and Excel Sheets
• Strong verbal and written communication skills in Hindi & English (Mandatory)
• Experience in both email support and call support
• Good email writing skills and typing speed
• Basic computer proficiency and multitasking ability
• Strong problem-solving and team-handling skills
• Immediate joiners will be preferred