Lead the customer support team, providing technical support, mentoring staff, resolving issues, and ensuring service quality in a 24/7 environment.
👫 About the team
Our highly dedicated Services team has both the art and the science for delivering customer satisfaction.
People in the team share a passion for helping our clients to surpass their digital business goals.
They grow in a demanding environment, combine technical and consultative skills and are ready to tackle the most complex challenges to empower our customers get the best of our platforms.
Your mission 👇
- Customer Support Team Lead are customer care profiles and technical experts of our solutions, always ready to help demanding clients and investigate technical issues.
- You'll join an amazing team based in Chennai, India, and report directly to Arnaud, our Senior Support manager.
What you'll do ✏️
- Provide on-the-ground leadership coverage, especially across local time zones, ensuring continuity when regional managers are unavailable.
- Act as the first point of contact for escalations, urgent issues, and operational decisions.
- Guide CSS team members in day-to-day operations, enforcing best practices and consistent support processes.
- Align closely with the Support Manager on goals, performance, and continuous improvement initiatives.
- Contribute to onboarding and training of new CSS members, supporting knowledge transfer and team cohesion.
- Maintain direct CSS responsibilities (customer support, troubleshooting, problem resolution) to ensure service quality while balancing leadership duties.
About you 💪 Required:
- Strong track record of leadership and mentoring within a technical support team.
- Excellent communication and conflict-management skills, with proven ability to de-escalate complex customer or team situations.
- Deep knowledge of Equativ’s support processes, with hands-on expertise in troubleshooting SaaS and AdTech solutions (SQL, APIs, HTML/JS/CSS, SDKs…).
- Demonstrated ability to operate across multiple time zones, coordinating efficiently with remote managers.
- Minimum 7–8 years of experience in customer support, including 2+ years in management positions.
Nice to have
- Previous experience in a Team Lead or deputy leadership role.
- Knowledge of DV360 and Equativ’s product suite.
- Flexibility to adapt to a 24/7 support coverage model.
- Experience with global team coordination across APAC, EMEA, or Americas.
About Equativ
Equativ, a leading independent ad platform, brings scale and simplicity to digital advertising. Following its recent merger with Sharethrough and the acquisition of Kamino Retail, advertisers, media owners, and technology partners rely on Equativ’s advanced SSP, curation, and retail media services and technology to achieve maximum business outcomes. With a focus on privacy-first programmatic video, CTV, and data-driven solutions, Equativ enables clients to activate across the digital ecosystem while protecting consumer privacy. The company’s global expertise is also backed by a team of over 750 employees across 19 countries.
Equativ has been awarded the HappyIndex@Work label and is proud to be among the best companies in the ChooseMyCompany ranking, recognized for its flexible working environment.
Come and lead the charge with us in building a transparent ecosystem based on quality!
Equal Employment Opportunity
Equativ is an equal opportunity employer. Equal access to employment, services, and programs are available to everyone, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you require reasonable accommodation throughout the application and/or interview process, please contact the recruitment team at [email protected]
Top Skills
APIs
CSS
HTML
JavaScript
Sdks
SQL
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What you need to know about the Chennai Tech Scene
To locals, it's no secret that South India is leading the charge in big data infrastructure. While the environmental impact of data centers has long been a concern, emerging hubs like Chennai are favored by companies seeking ready access to renewable energy resources, which provide more sustainable and cost-effective solutions. As a result, Chennai, along with neighboring Bengaluru and Hyderabad, is poised for significant growth, with a projected 65 percent increase in data center capacity over the next decade.
