Team Lead

Eptura, Inc; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Health insurance fully paid

Accident insurance fully paid

Flexible working allowance

25 days holidays

7 paid sick days13 public holidays

Employee Assistance Program

Job summary

Eptura, Inc is seeking a Team Lead, Support in India to lead a customer-facing team and drive day-to-day service delivery. You will oversee workload, capacity, and productivity while ensuring escalations are resolved and customer outcomes are achieved.

The role requires strong people leadership, operational judgement, and collaboration with Product, Engineering, Cloud Operations, and Customer Success. Experience with cloud-based enterprise apps and CRM platforms is preferred.

Qualifications

• 10+ years of enterprise software or SaaS support operations experience.
• Experience leading a customer-facing technical support team.
• Strong coaching, performance management, and communication skills.
• Ability to work across diverse, multicultural teams.

Responsibilities

• Lead the daily operation of a customer-facing Support team and ensure service commitments.
• Own customer outcomes with timely progress and proactive communication.
• Manage team performance, monitor metrics, and drive improvements in resolution and quality.

Skills

Leadership

People management

Coaching

Performance management

Stakeholder management

Data analysis

Tools

Salesforce Service Cloud

Jira

CRM platforms

Microsoft technologies

SQL

APIs

Integrations

Job description

Team Lead

Department: Support

Employment Type: Full Time

Location: India

Description

Shape the Future of Work with Eptura

At Eptura, we’re not just another tech company—we’re a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower over 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we’re redefining workplace innovation and driving success for organizations around the globe.

Job Description

As Team Lead, Support, you will lead a customer-facing Support team and be accountable for day-to-day service delivery, team effectiveness, customer outcomes, and operational performance. You will manage support volume, workflow, capacity, and productivity, while ensuring escalations are owned through resolution. The role requires strong people leadership, sound operational judgement, practical technical understanding, and effective collaboration with Product, Engineering, Cloud Operations, Customer Success, and other business teams.

Responsibilities

• Lead Support Operations: Manage the daily operation of a Support team, including case volume, workflow, prioritization, coverage, capacity, productivity, and adherence to service commitments.
• Own Customer Outcomes: Champion customer feedback and ensure escalated or business-critical issues have clear ownership, timely progress, and proactive communication through resolution.
• Manage Team Performance: Set clear expectations, monitor operational and customer measures, review trends, and implement actions that improve resolution, quality, customer satisfaction, and team effectiveness.
• Develop People and Capability: Coach, mentor, and develop team members through regular feedback, career conversations, skills planning, knowledge sharing, and targeted development actions.
• Translate Goals into Plans: Convert operational goals into resource schedules, work plans, priorities, and measurable actions, using judgement to determine the best approach for daily operations.
• Improve Processes and Systems: Recommend, develop, and implement improvements to support procedures, workflows, tools, reporting, and knowledge practices.
• Provide Technical and Operational Guidance: Apply strong support knowledge to advise the team, remove blockers, and help resolve complex technical or operational issues when required.
• Collaborate Cross-Functionally: Work with Product, Engineering, Cloud Operations, Customer Success, Professional Services, and other teams to address product issues, improve handoffs, and drive customer resolution.
• Use Data to Drive Decisions: Maintain effective performance monitoring, analyze case and customer trends, and provide clear operational reporting, risks, capacity insights, and recommendations to leadership.
• Build a Strong Team: Support workforce planning, recruitment, onboarding, retention, succession planning, and the development of an inclusive, accountable, and collaborative team culture.
• Maintain Process Discipline: Ensure cases, incidents, escalations, customer updates, and related records are accurate and current in Salesforce Service Cloud, Jira, ServiceNow, or related systems.
• Support Global Coverage: Participate in operational reviews and provide escalation or on-call leadership where required by the support model.

About You

Leadership & People Management

• Proven experience leading and developing a customer-facing technical support team, including senior team members or leads.
• Strong coaching, performance management, conflict resolution, and employee development skills.
• Ability to create clarity, accountability, and engagement across diverse and multicultural teams.

Support Operations & Customer Management

• 10+ years of relevant experience in enterprise software, SaaS, application support, or customer support operations. Years of experience are a guideline and not a threshold for progression.
• Experience managing support volume, workflow, productivity, resource planning, service levels, and escalations.
• Strong customer and stakeholder management skills, including clear communication during complex or high-impact situations.
• Ability to analyze trends and convert operational insight into practical improvement actions.

Technical & Process Knowledge

• High degree of product and support-process understanding, with the ability to guide technical and operational problem solving.
• Working knowledge of cloud-based enterprise applications, Microsoft technologies, SQL, APIs, integrations, and common application support concepts.
• Experience with Salesforce Service Cloud or comparable CRM/case management platforms.
• Familiarity with ITIL practices, Agile ways of working, SDLC concepts, and tools such as Jira.

Communication & Collaboration

• Excellent written and verbal communication, presentation, negotiation, and stakeholder-management skills.
• Ability to work effectively with Product, Engineering, Cloud Operations, Customer Success, Sales, Finance, and other business functions.
• Professional judgement and discretion in interpreting and executing policies that affect team operations.

Nice to Have

• Experience managing premium, enterprise, or high-touch customer support services.
• Experience supporting global teams across multiple regions and time zones.
• Relevant leadership, ITIL, customer experience, or technical certification.

Benefits

• Health insurance fully paid–Spouse, children, and Parents
• Accident insurance fully paid
• Flexible working allowance
• 25 days holidays
• 7 paid sick days13 public holidays
• Employee Assistance Program

Eptura Information

• Follow us on Twitter | LinkedIn | Facebook | YouTube
• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.