We are looking for a
Technical Support and Customer Care Team Leader to oversee daily operations, ensure exceptional customer service, and resolve complex technical issues while fostering a positive team environment.
Requirements
Requirements & Qualifications:
- 4+ years of experience in technical support and customer service, with leadership responsibilities
- Strong background in digital and offline customer support channels (live chat, email, phone, social media)
- Proven ability to troubleshoot technical issues and guide teams in problem resolution
- Experience in tracking KPIs, preparing reports, and optimizing support processes
- Excellent communication and conflict resolution skills
- Ability to work collaboratively with cross-functional teams to enhance customer experience
Good to Have:
- Experience in IT, SaaS, or technology-driven customer support
- Familiarity with CRM and ticketing systems (Zendesk, Freshdesk, etc.)
- Knowledge of customer feedback analysis and service improvement strategies
- Ability to train and mentor support team members for professional growth
