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Team Lead - Technical Support (Chat & Email)
Actively Reviewing
Gigmo Solutions
Job Description
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:
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
- Bachelor's degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent)
- 5+ years of experience in customer support (chat/email)
- Minimum 1-2 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
- Location: Remote (Anywhere in India)
- Shift: Rotational (24/7 environment)
- Hardware: Laptop (16GB RAM, Windows 11), Internet speed 50 Mbps
Required Skills
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