Job Title:

Customer Support Operations - Team Lead
Location:

Pune, Hinjewadi

Role Overview
The Team Lead – Customer Support Operations will lead a team of support specialists managing customer/contributor queries across ticketing, email, chat, or workflow-based support channels. The role combines strong leadership, KPI ownership, and escalation governance with hands-on data capability to drive consistent service quality and a contributor-first culture in a fast-paced operations environment.

Experience
• 5+ years in customer support, operations, or customer experience — including team mentoring, SME, or escalation ownership — and 3+ years in people management, with a proven record of owning and improving team-level KPIs.

Key Responsibilities
• Recruit, manage, coach, and develop a team of support specialists; deliver consistent coaching and performance feedback, execute individual PIPs, and close performance gaps to build accounta...