Senior Team Lead | Customer Experience | Hyderabad | Customer Strategy & Design

Location: Hyderabad

Candidates being considered forSupport Rolesshould have relevant experience inSaaS-based product support / technical customer support operations. Depending on the role candidates should demonstrate strong product and process understanding troubleshooting capability operational ownership analytical skills and the ability to work effectively with frontline teams and cross-functional stakeholders. Experience in avoice/chat-based contact center environmentand working inUS shiftsis preferred.

SME Product Support

Candidates should have strongproduct and process expertisein a SaaS/product support environment with the ability to resolve complex queries support frontline agents with escalations and provide real-time guidance. They should be capable of identifying recurring issues conducting root-cause analysis supporting knowledge management and coaching teams on product/process updates.

Team Lead Product Support

Candidates should have experiencemanaging frontline customer/product support teams with ownership of SLA quality productivity adherence and customer experience metrics. The role requires strong people management performance coaching escalation handling team engagement and coordination with QA Training WFM and other support functions.

Tier 2 Product Support

Candidates should have strong experience intechnical/product support with the ability to handle complex issues escalated by frontline teams. The role requires advanced troubleshooting root-cause analysis strong product understanding and coordination with SMEs and other teams for timely resolution.

Quality Analyst (QA) Product Support

Candidates should have experience inquality monitoring within product/customer support operations including interaction audits compliance checks defect identification and feedback/coaching. Strong analytical skills attention to detail and understanding of quality metrics and customer experience standards are essential.

Training Facilitator Product Support

Candidates should have experience deliveringNew Hire product process and refresher trainingin a customer/product support environment. They should be capable of facilitating training conducting assessments and certifications supporting nesting identifying learning gaps and maintaining/updating training content.

Workforce Management (WFM)

Candidates should have hands-on experience inworkforce forecasting capacity planning scheduling and staffing optimizationwithin contact center/product support operations. Strong understanding of shrinkage occupancy utilization SLA planning workforce analytics and relevant WFM tools is required.

Real-Time Management (RTM)

Candidates should have experience inreal-time monitoring and intraday workforce management including schedule adherence queue and SLA monitoring staffing gaps and intraday adjustments. They should work closely with Operations and WFM to manage demand fluctuations and maintain service levels.

SER Champ Product Support

Candidates should have experience inSaaS/product-based customer support with a strong serve-to-sell and revenue mindset. They should be able to identifyupsell and cross-sell opportunities understand customer needs recommend relevant products/features or upgrades and support frontline agents in improving sales conversations and conversions. Strongconsultative selling objection handling customer communication coaching and performance tracking skillsare required with the ability to balance customer experience with revenue and product adoption goals.

Education : BA and any graduation