Team Lead: Global Customer Support Executive

In this role, you will be responsible for leading a team serving customers globally by managing daily operations, providing training and dealing with escalations for the 1st level Case Management team across all customer segments. You will be responsible for performance management and driving customer satisfaction and service excellence.

Your job:

• Drive end-to-end hiring, onboarding, and capability building including process, product, and system training, along with periodic refreshers
• Ensureservice quality through process audits,compliance checks, and continuous workflow optimization
• Monitor customer satisfactiondata and implementprogressive improvements
• Set targets and track global KPIs to ensure service performance
• Manage team development, foster collaboration, and drive continuous improvement initiatives and knowledge sharing

Your qualification:

• Bachelor’s degree in Science/Engineering with 6–7 years of experience in multinational environments, including 3–4 years in a team leadership role
• Strong communication skills in English with experience in stakeholder management, reporting, and business insights generation
• Proven ability in mentoring, coaching, and driving team development
• Experience in customer service or sales process improvement, preferably involving automation initiatives
• Working knowledge of SAP S4 HANA, SD Module, Microsoft Dynamics CRM, and proficiency in MSOffice