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 Do
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- 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 escalation point 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 administer support 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.n

nWhat We're Looking For
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- 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 transparent, kind feedback.n
- Experience with modern support platforms (Intercom, Zendesk, Freshdesk, or similar) and comfort with reporting

📌 Team Lead (Jalandhar)
🏢 Ava Finance
📍 Jalandhar