International Voice Support

About Cybage

Cybage Software Pvt. Ltd. is a technology consulting is a technology consulting organization specializing in outsourced product engineering services. As a leader in technology & product engineering space, Cybage works with some of the world's largest Independent Software Vendors (ISVs). Our solutions are focused on modern technologies and are enabled by a scientific, data-driven system called Decision Mines for Digital Excellence.

Role: Team Lead – Technical Support

Shift: Permanent Night Shift

Experience: 6+ years in technical/customer support (SaaS / POS / Food Tech preferred)

Role Overview:

The Team Lead will be responsible for managing night-shift operations for client support, acting as the first point of escalation, ensuring SLA adherence, and maintaining close coordination with onshore stakeholders. This role is critical for operational stability during US business hours.

Key Responsibilities:

• Own end-to-end night-shift operations for client support
• Handle Tier 2 escalations and critical incidents independently
• Ensure SLAs, response times, and quality benchmarks are consistently met
• Act as the primary bridge between offshore support and onshore client teams
• Provide real-time guidance, coaching, and decision-making during live issues
• Review tickets, trends, and recurring issues; drive corrective actions
• Prepare shift handovers, daily summaries, and escalation reports
• Mentor team members and help scale team maturity over time
• Be hands-on during peak hours and high-severity incidents

Must-Have Skills:

• Strong technical troubleshooting skills (APIs, integrations, POS systems preferred)
• Prior experience leading support teams in a 24x7 environment
• Excellent communication skills (written & verbal)
• Ability to take ownership and make decisions during off-hours
• Experience working directly with US-based clients/stakeholders
• Ready to work into continuous night shift
• Ready to work from Pune office