Job Description

My Client, a leading Telecoms provider to 40,000 UK small businesses has a rare opportunity for an experienced individual to build and lead their Live Chat Support team in Ahmedabad, India.

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Reporting to the Head of Operations (Ex Amazon leader) who is based in their Cape Town office, the Team Leader will be responsible for starting up and growing a new Live Chat team in India to handle tech support and some billing customer queries. The individual must be able to hire, manage and motivate a high performance chat team providing exceptional support, transitioning smoothly from their current Cape Town Live Chat operations.

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Key Responsibilities:

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Master the company Product Knowledge and technical troubleshooting.

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- Onboard, coach, lead and motivate a team of Chat Support Agents providing billing and tech support.
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- Manage day-to-day performance, attendance, quality and customer satisfaction during UK business hours 9am to 6pm BST.
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- Provide guidance and escalation support for complex billing and technical issues.
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- Ensure customer queries are handled efficiently and in line with company processes and SLAs.
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- Conduct regular 1-to-1's, performance reviews and coaching sessions.
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- Identify training and development needs and support Agent progression and growth.
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- Work closely with technical,



billing and other internal teams to resolve customer issues.
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- Monitor team KPIs and implement improvements where required.
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- Promote a positive, accountable and customer-focused team culture.Can we add something relating to the hours or shifts etc?
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Key Requirements:

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- Must have proven experience leading an International Chat Support team.
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- 2–5 years' experience managing in a fast-paced, Tech Support Customer Service setting.
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- Proven experience leading, coaching and developing a team of excellent agents.
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- Excellent verbal and written English communication skills.
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- Strong motivational, coaching and performance management skills.
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- Experience supporting customers with billing and/or technical queries.
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- Comfortable working with chat-based support and cutting edge, AI-based solutions like FIN.ai.
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- Strong problem-solving, analytical and decision-making abilities.
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- Customer-focused, meticulous and results oriented.
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- Experience within VoIP, Telecoms or Software would be helpful.
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Due to high application volumes, only shortlisted candidates will be contacted - but we genuinely review, appreciate and value every application and wish you the very best in your search. Please follow us for future roles.

📌 Live Chat Team Leader/Manager - for Billing & Technical Queries - UK Telcoms Provider Location: Onsi (India)
🏢 Talent-Hunters
📍 India