Team Lead - Technical Support (Chat & Email)

Gigmo Solutions Pvt. Ltd.; India; Remote; INR 1,000,000 - 1,400,000; Full time

Job summary

Gigmo Solutions Pvt. Ltd. is seeking a capable Team Lead for Technical Support to oversee chat and email channels. You will guide a remote team across India, ensuring timely, accurate responses and high customer satisfaction.

Responsibilities include coaching, handling escalations, maintaining SLAs, and driving process improvements. You will collaborate with cross-functional teams and contribute to quality audits and KPI reporting.

Qualifications

• Bachelor's degree in IT/commerce or related field.
• 5+ years in customer support (chat/email).
• Minimum 2 years in a team leadership role.
• Excellent written communication 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 with regular coaching and mentoring.
• Ensure high-quality customer interactions with clear communication.
• Handle escalations and resolve complex technical issues.
• Adhere to SLAs, response time, and resolution targets.
• Manage workload and support queues effectively.
• Collaborate with cross-functional teams for issue resolution.
• Conduct quality audits and ensure SOP compliance.
• Track KPIs (CSAT, productivity, SLA adherence) and report to management.

Skills

Team leadership

Written communication

Analytical skills

Problem solving

Remote team management

Multitasking

Empathy

Customer service

Education

Bachelor's degree in related field

Tools

Chat platforms

Support tools

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