Team Lead - Technical Support (Chat & Email)

About this role

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)