About the Company:Gigmo Solutions Pvt. Ltd. is a fast-growing global organization with presence across multiple regions including the Americas, Europe, Africa, and Asia. The company specializes in multilingual customer support and leverages AI-driven solutions and a global gig workforce to deliver efficient and scalable support services.
Key Responsibilities:
- Lead and manage a team of Technical Support Agents (chat & email).
- Monitor team performance and provide regular feedback, coaching, and mentoring.
- Ensure high-quality customer interactions with clear and accurate communication.
- Handle customer escalations and resolve complex technical issues.
- Ensure adherence to SLAs, response time, and resolution targets.
- Manage and prioritize team workload and support queues effectively.
- Assist team members in troubleshooting and resolving customer issues.
- Collaborate with cross-functional teams for issue resolution.
- Conduct quality audits and ensure compliance with SOPs.
- Identify process gaps and drive continuous improvement initiatives.