Technical Support Lead

Location: Chennai / Bangalore

Experience: 5- 8 years

Department: Customer Success / Technical Support

Reports To: Head of Operations / Delivery Manager

Job Summary

We are seeking a result-oriented Support Manager to lead our support operations team. The ideal candidate should have strong skills in SQL, team handling, customer engagement, and MIS reporting. Proficiency in Hindi is highly preferred to manage clients and team members across regions.

Key Responsibilities

Team Management - Manage and mentor a team of support executives and analysts. - Define SLAs and monitor performance against KPIs. - Conduct performance reviews, training, and team development activities.

Customer Engagement - Handle escalations and ensure timely resolution of customer issues. - Maintain a high level of customer satisfaction and client relationships. -Communicate effectively with Hindi-speaking clients as needed.

SQL & Data Management - Use SQL to troubleshoot data-related issues and extract meaningful insights. - Collaborate with technical teams to resolve backend problems.

MIS Reporting - Prepare and maintain MIS reports (daily/weekly/monthly). - Analyze support trends and recommend improvements. - Use Excel and BI tools to present reports to stakeholders.

Stakeholder Coordination - Liaise with Product, Engineering, and Sales teams for issue resolution. - Work with leadership to improve processes based on customer feedback.

Requirements

• Bachelor's degree in IT, Computer Science, or a related field.

• 5+ years in support operations, with at least 2 years in a leadership role.

• Strong SQL skills (Joins, filtering, data troubleshooting).

• Excellent in Excel; knowledge of Power BI or Tableau is a plus.

• Fluent in English; proficiency in Hindi is highly desirable.

• Strong analytical, communication, and stakeholder management skills. Preferred Qualifications

• Experience in a SaaS, B2B support, or IT services environment

. - Familiarity with tools like Zendesk, Jira, Freshdesk, etc.

• Knowledge of ITIL processes or ITSM tools.