Customer Support Team Lead

About ITILITE

ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense

management, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors.

Learn more: itilite.com

Role Overview

We are looking for a dynamic, data-driven leader to head our US-based Support & Resolution Centre (SRC). You willll lead a team of 1020+ specialists, manage escalations, and drive quality to deliver world- class customer support. The ideal candidate moves fast, thinks sharp, and has a proven track record of building high-performing teams and streamlining processes.

Working Model: Work from Office

Schedule: US Shift Timings

Key Responsibilities:

Team Leadership & People Management

Lead and mentor a 1020+ member US-based support team, fostering high performance.

Manage full-cycle hiring with HR, from sourcing to onboarding.

Conduct monthly 1:1s to review performance, recognize strengths, and set development plans.

Serve as primary contact for grievances, ensuring fair and timely resolution.

Operations & Escalation Handling

Oversee the resolution of complex customer issues by managing all escalated cases.

Lead daily team briefings to address performance gaps and share critical updates.

Ensure business continuity by providing operational support during weekends when required.

Strategically manage workforce scheduling, approving leave and time-off requests to maintain

optimal coverage.

Quality, Process, & Performance Improvement

Lead daily quality audits of calls and chats to assess performance and uphold exceptional

service standards.

Champion operational excellence by identifying process, training, and product improvements,

and leading strategic change execution.

Leverage data insights on productivity and behavior to drive personalized coaching and

professional development.

Ensure fair and accurate incentive payouts through meticulous oversight of calculations and

timelines.

Own and maintain the Freshdesk knowledge base, curating and updating critical SOPs.

Reporting & Cross-Functional Collaboration

Deliver strategic insights through weekly ARC Sales Report analysis and distribution.

Align cross-functional teams on performance goals for cohesive execution.

Serve as primary contact for technical and product inquiries, ensuring swift resolution.

Optimize Freshdesk configurations and account setups for maximum efficiency.

What should you have?

A seasoned people leader with over 3-4 years of hands-on experience, successfully managing

teams of 10-20 in fast-paced contact centre environments. A background in the travel sector is a

plus.

A data-driven strategist who measures, analyses, and optimizes performance, using data to

inform every decision.

Analytical and detail-oriented, with a natural curiosity and strong logical skills to dig into the

\"why\" behind every metric and turn insights into action.

Agile and results-focused, thriving in fast-moving environments and consistently driving

towards key business results.

A continuous learner, eager to acquire new skills and adapt to new workflows, tools, and

industry best practices.