Roles & Responsibilities
- Lead and manage a team of Technical Support Specialists, providing regular coaching, feedback, and support to drive high performance.
- Assist new and existing agents with queries and ensure smooth day-to-day operations.
- Monitor key performance metrics (FRT, resolution time, CSAT, etc.) and take proactive steps to meet or exceed targets.
- Handle escalations effectively and ensure timely resolution with a customer-first approach.
- Collaborate with Product, Engineering, and Sales teams to resolve complex issues and improve internal processes.
- Strengthen omni-channel support (Phone, Chat, Email) to ensure a seamless and consistent customer experience.
- Identify trends in customer issues and escalate bugs or service gaps for quick resolution.
- Engage directly with U.S.-based clients and other Kapture Clients, understanding their needs and delivering personalized support.
- Leverage AI tools to enhance support efficiency and customer outcomes.
- Oversee and support night shift operations, ensuring agents have the guidance and resources they need.
Qualifications
- 2–4 years of experience in customer service or support roles.
- Minimum 1 year of experience in a supervisory or team lead capacity, preferably in a night shift or call center setup.
- Proven experience managing escalations and performance-driven teams.
Skills & Competencies
- Excellent communication skills in English and Hindi; knowledge of additional languages is a plus.
- Strong problem-solving, conflict resolution, and decision-making abilities.
- Proficiency in MS Office tools, especially Excel for performance tracking and reporting.
- Strong time management and multitasking skills.
Night Shift Requirements
- Willingness and physical ability to work night shifts, weekends, or holidays as per business needs.
- Reliable transportation or accommodation arrangements if required for night shift duties