Team Lead: Global Customer Support Executive

Festo India; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Festo India seeks a capable leader to head a 1st level Case Management team, guiding daily operations and global customer support initiatives from Bengaluru. You will mentor, train, and escalate issues while driving performance, service quality, and customer satisfaction across segments.

You will manage end-to-end hiring, onboarding, and capability building, including process, product, and system training, with continuous improvements.

Qualifications

• Bachelor’s degree in Science/Engineering.
• 6–7 years of experience in multinational environments.
• 3–4 years in a team leadership role.

Responsibilities

• Lead a team serving customers globally, handling daily operations, training, and escalations for 1st level Case Management.
• Drive performance management and customer satisfaction, ensuring service excellence.
• Oversee end-to-end hiring, onboarding, and capability building including process, product, and system training.
• Monitor KPIs, conduct process audits, and implement continuous improvements.

Education

Bachelor’s degree in Science/Engineering

Tools

SAP S/4HANA

SD Module

Microsoft Dynamics CRM

MS Office

Job description

In this role, you will be responsible for leading a team serving customers globally by managing daily operations, providing training and dealing with escalations for the 1st level Case Management team across all customer segments. You will be responsible for performance management and driving customer satisfaction and service excellence.

• Drive end-to-end hiring, onboarding, and capability building including process, product, and system training, along with periodic refreshers
• Ensureservice quality through process audits,compliance checks, and continuous workflow optimization
• Monitor customer satisfactiondata and implementprogressive improvements
• Set targets and track global KPIs to ensure service performance
• Manage team development, foster collaboration, and drive continuous improvement initiatives and knowledge sharing
• Bachelor’s degree in Science/Engineering with 6–7 years of experience in multinational environments, including 3–4 years in a team leadership role
• Strong communication skills in English with experience in stakeholder management, reporting, and business insights generation
• Proven ability in mentoring, coaching, and driving team development
• Experience in customer service or sales process improvement, preferably involving automation initiatives
• Working knowledge of SAP S4 HANA, SD Module, Microsoft Dynamics CRM, and proficiency in MSOffice