Senior Technical Support Team Lead (Remote)
Job Description
Key Skills Required
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Core 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 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.
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Gigmos
View Company ProfileGigmos (operating under gigmos.com, legally Gigmo Solutions Pvt. Ltd.) is a premier, enterprise-grade on-demand customer support platform, decentralized gig economy pioneer, and contact center AI orchestration powerhouse engineered to act as the definitive, high-velocity omnichannel support, technical troubleshooting, and elastic workforce scaling layer for global software houses and enterprises. Founded by corporate technology veterans Puneet Narang and Mukund Krishna, the platform completely eliminates the severe systemic friction of traditional customer support models—where scaling enterprises encounter crippling operational overhead, rigid fixed staffing costs, and variable ticket queues that destroy customer satisfaction metrics—by deploying a sophisticated, on-demand customer experience (CX) matrix. Moving far beyond traditional, passive business process outsourcing (BPO) centers or unvetted freelance bulletin networks, Gigmos natively unifies a global network of vetted, highly technical gig experts, an automated multi-stage candidate assessment and ID verification loop, and intelligent AI-powered conversational bots operating in perfect synergy with human agents into a single high-availability hybrid fulfillment platform. Trusted to deliver enterprise-tier tech support workloads for major international software ecosystems (including dedicated diagnostic pipelines for Microsoft O365, Exchange Online, and SharePoint architectures), the infrastructure guarantees massive cost containment via an efficient pay-per-support billing setup. Entirely bootstrapped and operating with independent financial resilience since its commercial launch, the firm scales an agile, highly distributed workforce spanning technical hubs across North America and India. Under the hood, its technology core utilizes advanced machine learning-driven quality monitoring, context-aware ticket-routing algorithms, and secure, remote workstation infrastructure built to preserve strict enterprise data integrity without compromising agent onboarding velocity. What sets Gigmos apart is its uncompromising dedication to replacing fragile, high-overhead contact center operations with absolute workforce elasticity, automated QA predictability, and client resolution velocity; by bridging the gap between performance-intensive conversational computing and live human intelligence, the enterprise remains a definitive cornerstone of modern algorithmic CX management and global customer service transformation.
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