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Team Lead - Technical Support (Chat & Email) at Gigmo Solutions

Gurugram, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

14 Oct, 26

Salary

0.0

Posted On

16 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Technical Support, Performance Monitoring, Coaching, Mentoring, Escalation Management, SLA Adherence, Quality Auditing, Process Improvement, Analytical Thinking, Problem Solving, Remote Team Management, Customer Focus, Written Communication, Troubleshooting, Workload Prioritization

Industry

Information Technology & Services

Description

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

Responsibilities

Lead and manage a team of technical support agents focusing on chat and email channels. Monitor performance metrics, handle complex escalations, and drive continuous process improvements to ensure high-quality customer interactions.