Team Lead - Technical Support (Chat & Email)

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)

Originally posted on Himalayas