Team Lead

Ava Finance; Gurdaspur; Hybrid; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work

Flexible PTO

Job summary

Ava Finance is seeking a Customer Support Team Lead in hybrid India to coach a growing support group, own performance KPIs, and balance hands-on ticket work with process improvements.

You will drive scale by refining workflows, coaching staff, and coordinating with product and engineering on critical issues, while maintaining customer-first service levels.

Qualifications

• 3+ years in customer support, with 1+ year leading or mentoring a team.
• Proven track record of improving support metrics (CSAT, response/resolution times, deflection).
• Excellent written and verbal communication; de-escalation skills.
• Experience with modern support platforms and analytics.
• Ability to prioritize and escalate calmly during incidents.
• Empathy for customers and teammates.
• Nice to have startup or high-growth SaaS experience.
• Familiarity with AI support tooling.

Responsibilities

• Lead, coach, and develop a team of customer support specialists, including hiring, onboarding, 1:1s, and performance reviews.
• Own team KPIs: first response time, resolution time, CSAT, and SLA compliance and report on them regularly to leadership.
• Manage queue coverage across channels (email, chat, phone) to meet service-level targets.
• Serve as the escalation point for complex, sensitive, or at-risk customer issues, and coordinate with engineering and product on bugs and outages.
• Build and improve support processes: triage and prioritization, escalation paths and macros/templates.
• Own the knowledge base: identify documentation gaps from ticket trends and drive self-service deflection.
• Surface customer insights and recurring issues to product, engineering, and leadership.
• Evaluate and administer support tooling (e.g., Intercom, Zendesk, HubSpot) and explore automation and AI-assisted workflows.
• Stay hands-on: handle tickets during peak periods and lead by example on tone and quality.

Skills

Customer support experience

Team leadership

Communication

Problem solving

Tools

Intercom

Zendesk

Freshdesk

Analytics tools

Job description

About the Role

We're looking for a Customer Support Team Lead to own the day-to-day performance and long-term growth of our support team. You'll coach and develop a team of support specialists, manage escalations, refine our processes and tooling, and act as the voice of the customer across the company. This is a hands-on leadership role: you'll spend time in the queue alongside your team while building the systems that let us scale support quality as we grow.

What You'll Do

• Lead, coach, and develop a team of [48] customer support specialists, including hiring, onboarding, 1:1s, and performance reviews.
• Own team KPIs: first response time, resolution time, CSAT, and SLA compliance and report on them regularly to leadership.
• Manage queue coverage across channels (email, chat, phone) to meet service-level targets.
• Serve as the escalation point for complex, sensitive, or at-risk customer issues, and coordinate with engineering and product on bugs and outages.
• Build and improve support processes: triage and prioritization, escalation paths and macros/templates.
• Own the knowledge base: identify documentation gaps from ticket trends and drive self-service deflection.
• Surface customer insights and recurring issues to product, engineering, and leadership.
• Evaluate and administer support tooling (e.g., Intercom, Zendesk, HubSpot) and explore automation and AI-assisted workflows.
• Stay hands-on: handle tickets during peak periods and lead by example on tone and quality.

What We're Looking For

• 3+ years in customer support, with 1+ year leading or mentoring a team.
• Track record of improving support metrics (CSAT, response/resolution times, deflection).
• Excellent written and verbal communication: you can de-escalate a frustrated customer and give a teammate clear, kind feedback.
• Experience with modern support platforms (Intercom, Zendesk, Freshdesk, or similar) and comfort with reporting and analytics.
• Strong judgment on prioritization and escalation; calm under pressure during incidents.
• Process-minded: you document, systematize, and automate rather than firefight.
• Empathy for customers and teammates alike.
• Nice to have: Experience in a startup or high-growth SaaS environment.
• Familiarity with AI support tooling (chatbots, AI-assisted replies, deflection tools).
• Experience building QA programs or support career ladders from scratch.
• Basic technical fluency: reading logs, writing simple queries, or working closely with engineering.

What We Offer

• Competitive salary.
• Flexible PTO and hybrid work.
• A direct hand in shaping how a growing company treats its customers.