Team Lead - Technical Support (Chat & Email)

About the Company:
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.
  

Qualifications:

• Bachelor’s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent).
  
• 5+ years of experience in customer support (chat/email).
  
• Minimum 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.
  

Work Details:

• Location: Remote (Anywhere in India)
  
• Shift: Rotational (24/7 environment)
  
• Hardware: Laptop (16GB RAM, Windows 11), Internet speed 50 Mbps