Join our dynamic team as a Senior Team Lead, focusing on delivering exceptional customer experiences. This role is crucial for driving functional excellence and supporting innovation within our enterprise technology division. You will build and nurture strong relationships with clients, consistently aiming to exceed their expectations.

This position is based in Hyderabad and offers a contract role with a focus on product support and customer strategy. We are looking for individuals who are passionate about technology and dedicated to providing outstanding service.

As a Senior Team Lead, you will oversee effective customer support across various channels, taking full ownership of customer cases and providing essential product guidance. Your responsibilities include diagnosing and resolving moderate complexity issues, maintaining detailed case documentation, and identifying opportunities for product adoption and upgrades.

You will handle customer interactions via voice, chat, and email, often during night shifts. Key duties involve supporting customers with troubleshooting, workflow navigation, and answering "how-to" queries. You'll also contribute to sales opportunities by identifying customer needs and passing high-intent leads to sales teams, ensuring all activities adhere to quality and compliance standards.

We are seeking candidates with a Bachelor’s degree, preferably in Commerce or Finance, and 7-9 years of experience in product support, SaaS, or customer support roles. A strong background in troubleshooting is essential.

Experience with finance or accounting processes such as claims, billing, AP, or AR is highly desirable. Candidates who have handled international voice processes and possess strong product troubleshooting capabilities will be a great fit. Basic to intermediate accounting knowledge, proficiency in CRM systems, and multi-channel handling capabilities are also required. Fluency in English, with Versant B2+ to C1 proficiency, is preferred.