The Technical Lead will manage a team of support agents, ensure quality service, address escalations, and drive performance improvements while collaborating with cross-functional teams.
Gigmo Solutions Pvt. Ltd. is a fast-growing global organization with presence across multiple regions including the Americas, Europe, Africa, and Asia. The company specializes in multilingual customer support and leverages AI-driven solutions and a global gig workforce to deliver efficient and scalable support services.
Key Responsibilities:- Lead and manage a team of Technical Support Agents (chat & email).
- Monitor team performance and provide regular feedback, coaching, and mentoring.
- Ensure high-quality customer interactions with clear and accurate communication.
- Handle customer escalations and resolve complex technical issues.
- Ensure adherence to SLAs, response time, and resolution targets.
- Manage and prioritize team workload and support queues effectively.
- Assist team members in troubleshooting and resolving customer issues.
- Collaborate with cross-functional teams for issue resolution.
- Conduct quality audits and ensure compliance with SOPs.
- Identify process gaps and drive continuous improvement initiatives.
- Track key performance metrics (CSAT, productivity, SLA adherence).
- Prepare and share performance reports with management.
- Bachelor’s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent).
- 5+ years of experience in customer support (chat/email).
- Minimum 1–2 years of experience in a team handling or leadership role.
- Excellent written communication skills with attention to detail.
- Strong analytical and problem-solving abilities.
- Familiarity with customer support tools and chat platforms.
- Ability to manage remote teams and multitask effectively.
- High level of empathy, patience, and customer focus.
- Location: Remote (Anywhere in India)
- Shift: Rotational (24/7 environment)
- Hardware: Laptop (16GB RAM, Windows 11), Internet speed 50 Mbps
Top Skills
Ai-Driven Solutions
Chat Platforms
Customer Support Tools
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