ABOUT THE ROLE

The Level 1 Support Team Lead is responsible for guiding, developing, and
operationally managing a team of Level 1 Support Representatives. This role
ensures high-quality customer support delivery, consistent achievement of SLAs,
operational excellence, and alignment with the Support organization’s
objectives. The Team Leader acts as a coach, mentor, and operational point of
escalation while driving continuous improvement and maintaining alignment with
Support organization goals.

KEY RESPONSIBILITIES

* Lead, coach, and mentor L1 Support Representatives; conduct regular 1:1s,
provide feedback, and support performance development.
* Oversee daily operations, including workload distribution, coverage planning,
and ticket queue health.
* Ensure high-quality ticket handling through coaching, reviews, and adherence
to support processes and SLAs.
* Ensures critical and high priority issues are smoothly resolved in a timely
manner.
* Support onboarding and training of current hires and trainees; identify team
knowledge gaps and coordinate training actions.




* Monitor key support metrics (SLA, productivity, long running tickets,
backlog, CSAT, resolution speed) and take actions to maintain or improve
performance.
* Assist agents in solving complex or sensitive customer cases.
* Provide assistance and handle escalated customer situations. Ensure proper
follow-up to guarantee a satisfactory customer experience.
* Analyze trends, recurring issues, and operational risks and provide insights
to improve processes, tools, or documentation.
* Collaborate with cross-functional teams (Product, Engineering, L2/L3,
Customer Success) to address customer-impacting issues.
* Contribute directly to support during peak times or incidents and stay
current with product updates and changes.
* Lead or participate in cross-functional initiatives to improve support
operations, tools, and customer experience.
* Promote and contribute to internal knowledge base development and
maintenan

📌 Support Team Leader (Hyderabad)
🏢 Redwood Software
📍 Hyderabad