Team Lead- Customer Support Operations

Looking for an experienced Team Lead or SME who has handled teams to manage CUSTOMER SUPPORT agents resolving customer issues through various channels, (Phone, Chat & Email) for a consumer device in the electric vehicle domain. This individual will lead and support the team who takes care of customers from international regions by resolving enquiries related to subscription / payment, perform technical troubleshooting, account maintenance, provide customer education and the ability to triage

Competencies For The Job

• Manage a team of 15 support engineers efficiently and drive performance
• Handling escalation / supervisor calls and assist/resolve customer issues
• Monitoring performance of agents and help them improve their KPIs
• Responsible for meeting all the key KPIs assigned to the project
• Provide constant coaching and feedback for team members
• Prepare performance reports of the team and share with management / client