Customer Support Team Lead

About the job

Great stories captivate listeners.

Great support keeps the experience seamless.

At Pocket FM, listeners don't just listen to stories — they binge them. With millions of users globally, we're building a new category in audio entertainment. When our stories keep audiences hooked, our support team ensures nothing breaks the experience.

We're looking for a Team Lead – Customer Support who can guide teams, manage fast-moving queues, and make sure every listener interaction feels effortless.

Your day at Pocket FM

• Lead and mentor a team of 10–15 support executives across shifts
• Act as the go-to person for escalations across chat, email, social media, and app reviews
• Keep a close eye on CSAT, SLA, TAT, QA scores, and queue health
• Plan rostering and workforce coverage during traffic spikes
• Ensure clean CRM logging and ticket hygiene across channels
• Spot patterns in tickets and work with Product, Tech, and Content teams to fix root issues
• Use data and dashboards to drive smarter support operations

You'll thrive here if you

• Have 3–4 years of experience leading customer support teams
• Have managed 10–15 agents in high-volume environments
• Are comfortable with Freshdesk, Zendesk, or similar support tools
• Think in metrics, insights, and continuous improvements
• Communicate clearly and handle escalations with confidence
• Are based in Bangalore and open to rotational shifts

At Pocket FM, support isn't just about solving tickets — it's about protecting the experience behind stories millions of listeners binge every day.