Team Lead - Customer Support

About Us
Location- Hyderabad, India
Level - Professional
Department - Customer
Working Pattern - Work from Office
Salary - this will be discussed at next stage, if you have any questions at all please feel free to reach out.
Benefits - Benefits At Ideagen
Ideagen looking for an experienced and driven Team Leader for Customer Support who will serve as a customer advocate, people leader, and operational owner. In this role, you will lead a team of 10+ technical support professionals, take ownership of a portfolio of products, and manage shift operations to ensure exceptional customer experiences around the clock.
The ideal candidate thrives at the intersection of people leadership, product knowledge, and operational excellence. You are someone who can navigate technical conversations with engineering stakeholders while also coaching a team member through a difficult customer interaction.
Responsibilities

• People Management: Lead, mentor, and develop a team of 10+ technical support professionals to deliver outstanding customer outcomes.
• 
  Own team performance management including goal setting, periodic reviews, performance improvement plans, and recognition.
• Identify skill gaps and coordinate training programs to upskill the team across products and support processes.
• Product Management: Serve as the support-side owner for a portfolio of products, acting as the bridge between customers, support, and product/engineering teams.
• Track, analyse, and present product-level support metrics (ticket volume, resolution time, CSAT, bug trends) to stakeholders.
• Act as the escalation point for complex product-specific issues requiring cross-functional coordination.
• Shift Management: Own the end-to-end operations of your shift to ensure service levels are met and customers receive timely, high-quality support.
• Monitor and manage the ticket queue in real time, ensuring tickets are triaged, prioritized, and assigned effectively.
• Prepare and send a comprehensive end-of-shift report covering key metrics, open issues, escalations, and notable events.
• Join customer calls when needed to address critical or high-severity issues and drive them to resolution.
  

Skills And Experience

• 8+ years of experience in customer support within a SaaS or technology environment, with at least 3 years in a team lead or supervisory role.
• Strong understanding of SaaS products, technical troubleshooting, and support workflows.
• Proficiency with support tools and platforms (e.g., Zendesk, Intercom, Jira, Salesforce Service Cloud).

  Looking to get Placed? Try our Placement Guarantee Plan

  Get Hired
  
  

Preferred Qualifications

• Experience in a multi-product SaaS company managing support across different product lines simultaneously.
• Familiarity with ITIL frameworks or structured incident management processes.
  

Whats in it for you
While we take our work and deliverables seriously, we have a relaxed working environment, and we want our people to be rewarded for their hard work. We offer benefits such as medical insurance coverage for spouse and family and many more!
About Ideagen
Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate thats always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.
Were building a future-ready team, and AI is part of how we work smarter. If youre curious, adaptable and open to using AI to improve how you work, youll thrive at Ideagen!
What is next
If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.
To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at [HIDDEN TEXT]. All matters will be treated with strict confidence.
At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process.
Enhance your career and make the world a safer place!