Support Lead

Hiring:- SUPPORT LEAD

: Support Lead Ticketing & IVR Operations

: 56 LPA

: Customer Support

: Bangalore

: Support Manager / Operations Head

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We are looking for a Support Lead to manage day-to-day customer support operations across Email, IVR calls, and ticketing systems. You'll lead a small support team, monitor quality, ensure timely resolutions, and coordinate with internal teams to deliver a superior customer experience.

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1 Daily Ticketing Operations

Monitor and manage incoming tickets via Email, IVR callbacks & CRM

Assign tickets and ensure timely closure

Track SLA compliance & reduce backlog

Ensure zero unattended tickets

2 Team Support & Guidance

Lead and guide a team of 38 support agents

Assist in complex customer issues

Provide basic training on tone, responses & product knowledge

3 Email & IVR Quality Management

Review ticket responses for accuracy & tone

Ensure IVR calls are handled professionally

Take up escalations and resolve swiftly

4 Cross-Team Coordination

Work with tech teams for bug reporting & follow-ups

Coordinate with sales for customer account queries

Share repeated issues to improve processes

5 Reporting

Prepare daily/weekly reports ticket count, SLA, productivity

Highlight critical issues needing attention

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35 years in customer support/ticketing operations

Experience with Freshdesk/Zendesk/Zoho or similar tools

Basic IVR handling knowledge

Strong communication (English + Hindi/Tamil preferred)

Problem-solving & escalation handling

Ability to manage small teams

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90%+ SLA compliance

Reduced open/backlog tickets

Smooth coordination across teams

Faster customer responses

Professional handling of escalations

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Work with India's leading SMS & WhatsApp API provider

Grow into Support Manager / Support Head

Ownership-driven role with real impact on customer experience