Customer Support Team Lead

Position: Customer Support Team Lead

Locations: Whitefield, Bangalore

Job Type: Full Time

Work Type: Onsite

Shift: Mon - Fri 10:00 AM 6:00 PM IST

Overview

TekWissen Group is a workforce management provider throughout India and many other countries in the world. The below job opportunity is to one of our clients who is an American data annotation company based in San Francisco, California. It provides data labeling, model evaluation, and software to develop applications for artificial intelligence.

Job Description:

Responsibilities

• Manage, coach, and develop a team of 6 Support Agents
• Own team-level KPIs: SLA adherence, QA scores, CSAT, and productivity
• Identify performance gaps and implement structured action plans
• Partner with SMEs and cross-functional stakeholders to reduce escalations
• Ensure SOP adherence and strong operational discipline across workflows
• Support capacity planning and scheduling to maintain coverage

Qualifications

• 4+ years in Support, Operations, or Customer Experience
• 2+ years in people management with a demonstrated track record
• Strong written and verbal English communication skills
• Proficient with Zendesk (or equivalent CRM), Slack, and Google Suite
• Comfortable holding a high bar in high-volume, fast-paced environments

TekWissen Group is an equal opportunity employer supporting workforce diversity.