Technical Support Lead - JD (Support Manager)

Location: Remote
Department: Customer Support
Reports To: Head of Support

About Us:
Smartlead is a cutting-edge platform designed to transform a company’s cold email outreach into a consistent revenue-generating machine. Smartlead empowers businesses to enhance their engagement with prospective customers, efficiently driving revenue growth. With a global presence and a rapidly expanding customer base, Smartlead has become one of the fastest-growing Sales Tech platforms, supporting 16,000 businesses worldwide, sending 14 million emails every day.

Job overview:
As a Support Team Leader / Support Manager, you will be responsible for managing the support team, ensuring timely and high-quality resolution of customer queries, and collaborating with engineering and product teams to enhance customer experience. You will play a key role in maintaining SLAs, managing escalations, and continuously improving support operations.

Key responsibilities:
- Oversee day-to-day operations of the support team,



ensuring effective handling of support tickets and customer inquiries.
- Monitor and manage support queues, team rosters, break schedules, and shift planning to maintain optimal coverage.
- Handle customer escalations professionally, ensuring timely resolution and customer satisfaction.
- Collaborate with the engineering and product teams to provide feedback on recurring issues and suggest improvements to reduce ticket volume.
- Ensure adherence to SLAs and key support metrics (response time, resolution time, CSAT, etc.).
- Coach, mentor, and develop support agents to enhance performance and customer service skills.
- Conduct regular performance reviews and provide constructive feedback to the team.
- Analyze support data and trends to identify areas for improvement and implement process optimizations.
- Drive initiatives to improve the customer support experience through automation, documentation, and self-service resources.
- Own

📌 SmartLead.AI-Customer Support-Technical Lead (India)
🏢 NextHire
📍 India