- Location
- Hyderabad, IN
- Department
- Customer Service
- Seniority
- Lead
- Experience
- 8+ years
- Closing date
- Today
- Source
- iCIMS
Description
About Us
Location- Hyderabad
Level -Team Leader / Professional
Department - Customer
Working Pattern - Work from Office
Benefits - Benefits at Ideagen
Salary - To be discussed at next stage
We are 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
- Lead, mentor, and develop a team of 10+ technical support professionals, fostering a high-performance culture focused on exceptional customer outcomes and continuous growth.
- Conduct regular coaching and development discussions, providing performance feedback, career guidance, and personalized development plans to enhance team capabilities.
- Manage end-to-end people operations, including goal setting, performance evaluations, recognition programs, performance improvement initiatives, hiring, onboarding, and employee retention.
- Drive team engagement and capability building by identifying skill gaps, coordinating training programs, and ensuring readiness across products, tools, and support processes.
- Serve as the support owner for a portfolio of products, acting as the primary liaison between customers, support teams, product management, and engineering stakeholders.
- Leverage customer and support insights to influence product improvements, providing structured feedback on recurring issues, defects, usability concerns, and enhancement opportunities.
- Monitor, analyze, and present operational and product support metrics, including ticket volumes, SLA performance, resolution times, CSAT, backlog trends, and product health indicators.
- Own shift operations and service delivery, ensuring effective ticket triage, workload distribution, SLA adherence, resource planning, and proactive management of capacity risks.
- Act as the escalation point for critical customer and product issues, leading cross-functional collaboration, customer communications, incident management, and resolution efforts.
- Ensure operational continuity and release readiness by managing shift handovers, preparing end-of-shift reports, supporting product launches, and equipping teams with documentation, training materials, and FAQs for new features and updates
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.
- Proven track record of managing and developing high-performing support teams of 10 or more people.
- Strong understanding of SaaS products, technical troubleshooting, and support workflows.
- Experience working with product and engineering teams to drive issue resolution and share customer insights.
- Excellent communication skills — both written and verbal — with the ability to articulate technical concepts to diverse audiences.
- Proficiency with support tools and platforms (e.g., Zendesk, Intercom, Jira, Salesforce Service Cloud).
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.
- Experience with support enablement — creating internal documentation, runbooks, and training materials.
- Background in technical support or pre-sales engineering is a strong plus.
- Knowledge of customer success methodologies and their intersection with support operations.
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 that's 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.
We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll 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 [email protected]. 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!
