Job Description
We are looking for a Team Lead, Certificate Support to join our growing global team at Sectigo.
The Team Lead, Certificate Support over our Chat Process is responsible for managing and supporting the chat support team, ensuring high-quality customer interactions, SLA adherence, and process compliance. The role involves handling escalations, mentoring team members, monitoring performance, and ensuring seamless customer experience.
This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam.
Here are the core functions, responsibilities, and expectations for this role:
- Monitor queues, workloads, and agent performance to maintain service stability.
- Lead and supervise the chat support team handling SSL certificate-related queries.
- Identify and proactively address operational risks, backlogs, and quality gaps.
- Provide floor support, guidance, and real-time assistance to team members.
- Coach associates on process adherence, quality standards, and best practices.
- Support onboarding, training, and knowledge refresh sessions for the team.
- Ensure adherence to SOPs, policies, and compliance requirements.
- Perform basic quality checks and highlight trends, gaps, and improvement areas.
- Support audit readiness and documentation requirements.
- Coordinate with internal teams (Support, Validation, Tech, QA) for issue resolution.
- Escalate critical risks and service issues to the Manager in a timely manner.
- Act as the first level of escalation for operational and customer-impacting issues.
- Prepare daily/weekly operational reports on productivity, SLA, and quality metrics.
- Additional tasks associated with this position may be assigned in response to company initiatives and business needs.
Qualifications
Education:
- Bachelor's degree in business, Operations, IT, or related field is strongly recommended
Experience
- Minimum of 4+ years of experience in customer support roles is required.
- Prior experience as a Team Lead, Senior Associate, and/or SME is strongly preferred.
- Experience working in SLA-driven and compliance-focused environments.
- Familiarity with ticketing systems, CRM tools, and reporting dashboards.
- This is an in-office position – 24/7 shift at our office in Chennai (Office Address: Block 8, 5th Floor, DLF Cybercity, 1/124, Mount Poonamallee Road, Manapakkam, Chennai – 600089).
Ideal Candidate Profiles, Talents, And Desired Qualifications
- Knowledge of domain validation and compliance requirement.
- Ability to lead by example and manage priorities in a fast-paced environment.
- Good analytical, problem-solving, and decision-making skills.
- Effective communication and coordination abilities.
Additional Information
All your information will be kept confidential according to EEO guidelines.
Global team. Global reach. Global impact.
At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.
