We are seeking a Senior Team Lead to spearhead our Customer Experience initiatives in Hyderabad. This role focuses on developing and implementing customer strategy and design, ensuring exceptional customer journeys. The ideal candidate will bring a wealth of experience in customer support operations, with a strong emphasis on SaaS-based products and technical support.

This position is crucial for enhancing our product understanding, troubleshooting capabilities, and overall operational efficiency. You will be instrumental in fostering strong relationships with frontline teams and collaborating effectively with cross-functional stakeholders to drive customer satisfaction and loyalty.

As Senior Team Lead, you will be responsible for overseeing various customer support functions, including Product Support SMEs, Team Leads, Tier 2 Support, Quality Analysts, Training Facilitators, and Workforce Management specialists. You will ensure adherence to SLAs, maintain high-quality standards, and drive productivity across teams.

Key duties involve people management, performance coaching, effective escalation handling, and fostering team engagement. You will also collaborate with QA, Training, WFM, and other support departments to streamline operations and enhance the customer experience. For roles involving customer interaction, a serve-to-sell mentality and identifying upsell/cross-sell opportunities will be essential.

Candidates must possess relevant experience in SaaS-based product support or technical customer support operations. Strong product and process understanding, along with robust troubleshooting skills and operational ownership, are essential.

Experience in a voice/chat-based contact center environment and working US shifts is preferred. A Bachelor's degree is required, and specific roles may benefit from expertise in workforce management, real-time monitoring, quality analysis, or training facilitation. Experience in consultative selling and objection handling is a plus for revenue-focused roles.