Team Lead - Technical Support (Chat & Email)

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.

- Track key performance metrics (CSAT, productivity, SLA adherence).

- Prepare and share performance reports with management.

Qualifications:

- Bachelor’s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent).

- 5+ years of experience in customer support (chat/email).

- Minimum 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.

Work Details:

- Location: Remote (Anywhere in India)

- Shift: Rotational (24/7 environment)

- Hardware: Laptop (16GB RAM, Windows 11), Internet speed 50 Mbps