Team Lead - Technical Support (Chat & Email) in Gurgaon,… - Jobeax
Vacancy description
Team Lead - Technical Support (Chat & Email) in Gurgaon, भारत
Gigmo Solutions
RemoteWork from anywhere
Gurgaon, भारत
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.
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