Job DescriptionAbout the Role NWe're looking for a Customer Support Team Lead to own the day-to-day performance and long-term growth of our support team. You'll coach and develop a team of support specialists, manage escalations, refine our processes and tooling, and act as the voice of the customer across the company. This is a hands-on leadership role: you'll spend time in the queue alongside your team while building the systems that let us scale support quality as we grow. NWhat You'll Donn Lead, coach, and develop a team of [4–8] customer support specialists, including hiring, onboarding, 1:1s, and performance reviews. N Own team KPIs — first response time, resolution time, CSAT, and SLA compliance — and report on them regularly to leadership. N Manage queue coverage across channels (email, chat, phone) to meet service-level targets. N Serve as the escalationpoint for complex, sensitive, or at-risk customer issues, and coordinate with engineering and product on bugs and outages. N Build and improve support processes: triage and prioritization, escalation paths and macros/templates. N Own the knowledge base — identify documentation gaps from ticket trends and drive self-service deflection. N Surface customer insights and recurring issues to product, engineering, and leadership. N Evaluate and administersupport tooling (e.G., Intercom, Zendesk, HubSpot) and explore automation and AI-assisted workflows. N Stay hands-on: handle tickets during peak periods and lead by example on tone and quality.



NnWhat We're LookingFor Nn 3+ years in customer support, with 1+ year leading or mentoring a team. N Track record of improving support metrics (CSAT, response/resolution times, deflection). N Excellent written and verbal communication — you can de-escalate a frustrated customer and give a teammate clear, kind feedback. N Experience with modern support platforms (Intercom, Zendesk, Freshdesk, or similar) and comfort with reporting and analytics. N Strong judgment on prioritization and escalation; calm under pressure during incidents. N Process-minded: you document, systematize, and automate rather than firefight. N Empathy for customers and teammates alike. NnNice to Haven N Experience in a startupor high-growth SaaS environment. N Familiarity with AI support tooling (chatbots, AI-assisted replies, deflection tools). N Experience building QA programs or support career ladders from scratch. N Basic technical fluency— reading logs, writing easy queries, or working closely with engineering. NnWhat We Offern N Competitive salary. N Flexible PTO and hybridwork. N A direct hand in shaping how a growing company treats its customers. NnHow to ApplynSend your resume and a short note about a support team improvement you're proud of to [email protected]. We review every application and aim to respond within 3 business days. NAva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

📌 Team Lead (Kapurthala)
🏢 Ava Finance
📍 Kapurthala