Team Lead - Technical Support Chat And Email

Gigmo Solutions Pvt. Ltd.; Gurugram District; Remote; INR 900,000 - 1,500,000; Full time

Job summary

Gigmo Solutions Pvt. Ltd. is seeking a seasoned Technical Support Team Lead to steer a remote team handling chat and email support. You will coach staff, monitor metrics like CSAT and SLA adherence, and drive continuous service improvement. This role requires cross-functional collaboration and strong customer empathy.

The position is remote within India, with a 24/7 shift pattern and a focus on delivering high-quality, timely resolutions for complex technical inquiries.

Qualifications

• Bachelor’s degree or equivalent (B.Sc./BCA/BA/BCom/BBA/BSc IT).
• 5+ years in customer support (chat/email).
• Minimum 2 years in a team handling or leadership role.
• Excellent written communication skills with attention to detail.
• Strong analytical and problem-solving abilities.

Responsibilities

• Lead and manage a team of Technical Support Agents (chat & email).
• Monitor team performance and provide regular feedback, coaching, and mentoring.
• Ensure high-quality customer interactions with clear and accurate communication.
• Handle customer escalations and resolve complex technical issues.
• Ensure adherence to SLAs, response time, and resolution targets.
• Manage and prioritize team workload and support queues effectively.
• Assist team members in troubleshooting and resolving customer issues.
• Collaborate with cross-functional teams for issue resolution.
• Conduct quality audits and ensure compliance with SOPs.
• Identify process gaps and drive continuous improvement initiatives.
• Track key performance metrics (CSAT, productivity, SLA adherence).
• Prepare and share performance reports with management.

Skills

Leadership

Communication

Remote team management

Analytical thinking

Empathy & customer focus

Education

Bachelor’s degree or equivalent

Job description

Job Description

About the Company:

Gigmo Solutions Pvt. Ltd. is a fast-growing global organization with presence across multiple regions including the Americas, Europe, Africa, and Asia. The company specializes in multilingual customer support and leverages AI-driven solutions and a global gig workforce to deliver efficient and scalable support services.

Key Responsibilities

• Lead and manage a team of Technical Support Agents (chat & email).
• Monitor team performance and provide regular feedback, coaching, and mentoring.
• Ensure high-quality customer interactions with clear and accurate communication.
• Handle customer escalations and resolve complex technical issues.
• Ensure adherence to SLAs, response time, and resolution targets.
• Manage and prioritize team workload and support queues effectively.
• Assist team members in troubleshooting and resolving customer issues.
• Collaborate with cross-functional teams for issue resolution.
• Conduct quality audits and ensure compliance with SOPs.
• Identify process gaps and drive continuous improvement initiatives.
• Track key performance metrics (CSAT, productivity, SLA adherence).
• Prepare and share performance reports with management.

Qualifications

• Bachelor’s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent).
• 5+ years of experience in customer support (chat/email).
• Minimum 2 years of experience in a team handling or leadership role.
• Excellent written communication skills with attention to detail.
• Strong analytical and problem-solving abilities.
• Familiarity with customer support tools and chat platforms.
• Ability to manage remote teams and multitask effectively.
• High level of empathy, patience, and customer focus.

Work Details

• Location: Remote (Anywhere in India)
• Shift: Rotational (24/7 environment)
• Hardware: Laptop (16GB RAM, Windows 11), Internet speed 50 Mbps