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 1015 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 34 years of experience leading customer support teams
• Have managed 1015 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.