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 maintenanc

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