Location:Hyderabad, IN, 500 081

Requisition ID:19116

Role Overview
- The Product Support Team Lead is responsible for guiding and supporting a team of Product Support Representatives to deliver a high-quality customer experience across all support channels. This role ensures operational excellence, adherence to SLAs, and continuous development of team performance within a 24/7 environment.

Responsibilities-
- Monitor and manage team performance, productivity, and quality metrics, providing regular coaching, mentoring, and feedback to drive continuous improvement- Act as the primary escalation point for complex, sensitive, or high-priority customer issues, ensuring accurate investigation and timely resolution- Oversee workload distribution, ticket routing, and response quality, reviewing and approving complex customer communications when required- Ensure consistent adherence to standard operating procedures, quality standards, and documentation requirements across all customer interactions- Track key performance indicators (KPIs)



and prepare performance reports and insights for management- Collaborate with internal stakeholders to address recurring or systemic customer issues and improve service delivery- Support onboarding, training, and ongoing development initiatives for new and existing team members, including shift and coverage planning

Qualifications
- Bachelor’s degree or equivalent professional experience (BTech or similar background is considered an asset)
- 3-5 years of experience in a customer support, contact center, or service operations setting
- Previous experience in a team lead or supervisory role is preferred
- Strong proficiency with MS Office tools and customer support/ticketing systems
- Professional-level English communication skills, both written and verbal
- Solid understanding of customer service principles, escalation management, and performance metrics

Key Skills and Competencies
- Leadership, people management, and team collaborat

📌 Supervisor Product Support (Hyderabad)
🏢 Brightstar Lottery
📍 Hyderabad