Team Lead – Technical Support, Chat & Email

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Gigmo Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

Gigmo Solutions is a company that specializes in optimizing customer support services through the use of gig workers and advanced AI technologies. By leveraging a global platform of motivated gig workers, Gigmo Solutions helps businesses reduce their support costs effectively. The company’s AI platform rigorously tests and onboard employees worldwide, ensuring high-quality support while providing agility and efficiency in customer service. Gigmo Solutions makes customer support seamlessly adaptable and cost-efficient by utilizing the gig economy and cognitive computing.

📋 Description

• 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.

🎯 Requirements

• 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.