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 environment
- 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 collaboration
- Clear and professional verbal and written communication
- Coaching, mentoring, and performance development
- Strong listening skills, empathy, and customer-focused mindset
- Analytical thinking, problem-solving, and sound decision-making
- Conflict resolution and effective escalation management
- Strong organizational skills, time management, and attention to detail
- Accountability, results-driven approach, and ownership mindset
- Adaptability, flexibility, and resilience in a fast-paced environment

Success Profile

- Leading Complexity
- Leading People
- Leading the Business
- Leading Self
- LI-JB1 #LI-Hybrid

Brightstar is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. Brightstar is an equal prospect employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.

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