ZR_253_Team Lead (Passport)

Priority Technology Holdings, Inc.; Chandigarh; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Priority Technology Holdings, Inc. is seeking a skilled Team Lead to supervise Analysts and Senior Analysts, blending hands-on case handling with leadership responsibilities such as coaching, SLA monitoring, and continuous improvement.

The role bridges frontline support and middle management to ensure quality service delivery, team engagement, and effective day-to-day operations. A strong customer-centric mindset is essential to succeed.

Qualifications

• Bachelor’s degree in Finance, Business, or Tech preferred.
• 5+ years in a customer support role, fintech or banking preferred.
• 1–2 years of people leadership or mentoring experience.
• Familiar with Zendesk, Salesforce, Freshdesk.

Responsibilities

• Supervise daily workflows and manage team scheduling.
• Monitor case queues, SLA adherence, and quality metrics.
• Act as the first point of escalation for customer issues.
• Review team performance and provide timely coaching.
• Prepare and deliver weekly/monthly performance reports.
• Coordinate with Managers for process gaps and escalated concerns.
• Foster a culture of accountability, empathy, and excellence.

Skills

Leadership

Customer service

Problem solving

Multitasking

Education

Bachelor's degree

Tools

Zendesk

Salesforce

Freshdesk

Job description

About Role

We are looking for a skilled Team Lead, who is responsible for supervising a team of Analysts and Senior Analysts to ensure smooth day‑to‑day support operations. The role combines hands‑on case handling with leadership responsibilities like performance coaching, SLA monitoring, and continuous improvement. A Team Lead bridges the gap between frontline support and middle management, ensuring quality service delivery and team engagement.

Requirements

• Supervise daily workflows and manage team scheduling.
• Monitor case queues, SLA adherence, and quality metrics.
• Act as the first point of escalation for customer issues.
• Review team performance and provide timely coaching.
• Conduct knowledge‑sharing sessions and process training.
• Prepare and deliver weekly/monthly performance reports.
• Coordinate with Managers for process gaps and escalated concerns.
• Foster a culture of accountability, empathy, and excellence.
• 6 days a week

Qualifications

• Bachelor’s degree; preference for Finance, Business, or Tech domains.
• 5+ years in a customer support role, preferably in fintech or banking.
• 1–2 years of people leadership or mentoring experience.
• Strong problem‑solving and decision‑making ability.
• Familiar with support tools (Zendesk, Salesforce, Freshdesk).
• Good understanding of U.S. customer service culture and expectations.
• Ability to multitask and maintain team morale in a fast‑paced environment.