Team Lead - Customer Support

Exponent Energy; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Exponent Energy in Bengaluru is seeking a Lead-Technical Trainer to oversee a 3–4 person Customer Support team on a 24/7 shift. You will coach frontline executives, handle escalations, and ensure high-quality customer interactions while maintaining shift handovers and attendance records.

The role requires 2–4 years in customer support, fluency in English, Hindi and Kannada, and comfort with night/weekend shifts. Exposure to rapid charging tech and EV energy stacks is a plus.

Qualifications

• 2–4 years in customer support with escalation or informal team leadership experience.
• Comfortable working in a 24/7 shift environment, including nights and weekends.
• Fluency in English, Hindi and Kannada; Telugu and Tamil are a plus.

Responsibilities

• Supervise a team of 3–4 Customer Support Executives during your shift, ensuring SLAs and quality.
• Serve as the first escalation point for complex issues and triage or escalate with context.
• Monitor real-time queue and ensure timely ticket actions and closures.
• Conduct daily briefings, track attendance, and maintain shift handover notes.
• Identify coaching opportunities and provide on-the-floor feedback to staff.
• Highlight recurring issues to drive RCA and process improvements.

Skills

Customer Support

Team Leadership

Escalation Handling

Shift Work

Multilingual Communication

Job description

Role: Lead- Technical Trainer

Department: Operations Location: Bengaluru, India Experience: 4 - 7 Years

Your Team:

You'll be working with the After Sales team — a group that runs on coffee and an infectious passion for building products that have never been built before. Our Flexible Energy Stack consists of the e^pack (battery pack) and e^pump (charging station), which unlock 15-minute rapid charging.

Our philosophy:

Break. Believe. Build.

Break stuff, break assumptions, break the thumb rule.

Believe in the team, the process, and through failures.

Build fast, build passionately, build to simplify.

Own it like you mean it.

What you'll own:

Across a shift you'll lead a team of 3-4 Customer Support Executives, ensuring smooth day-to-day operations and high-quality customer interactions. You'll report to the Customer Support Operations Lead and be the first point of escalation on your shift.

What you'll do:

• Supervise and guide a team of 3-4 support executives during your shift, ensuring SLAs and quality standards are met
• Be the first escalation point for complex or unresolved customer issues — triage, resolve, or elevate to the right team with full context
• Monitor real-time queue and ensure tickets are being picked up, actioned, and closed on time
• Conduct daily briefings, track attendance, and maintain shift handover notes for continuity across shifts
• Identify coaching opportunities through call/chat monitoring and give on-the-floor feedback to executives
• Flag recurring issues or patterns to the Customer Support Operations Lead for RCA and process improvement
• Maintain accurate shift-level reports on key metrics — resolution rate, response time, escalations

What you'll bring:

• 2-4 years in customer support, with some experience handling escalations or informally leading a team
• Comfortable working in a 24/7 shift environment including nights and weekends
• Clear communicator who can stay calm under pressure and make quick calls on the floor
• Fluency in English, Hindi and Kannada is a must have. Fluency in Telugu and Tamil is a good to have

What matters to us:

• Quality of work
• Structured problem-solving
• Dissatisfaction with mediocre work
• Ability to multi-task and handle a dynamic working environment
• Resilient attitude to bounce back after failing

About Us:

Exponent is building the energy stack powering commercial EVs in India. Our proprietary battery and charging technology enables safe, reliable 15-minute rapid charging while delivering a 3,000-cycle battery life warranty using standard lithium-ion cells. Today, our platform powers high-utilisation commercial vehicles - from three-wheelers to intercity buses, making electric mobility rapid, more reliable and more affordable than petroleum. Founded by Arun Vinayak (Founding Partner & Former Chief Product Officer, Ather Energy), Exponent is a 250+ member team of passionate builders solving some of the toughest engineering challenges in energy.

If solving hard engineering problems across mechanics, thermal systems, power electronics, manufacturing, and the charging network, while staying obsessed with customer experience excites you, we'd love to build with you.