Job Description

Role: Team Lead - Support & Implementation

Location: Bangalore

Experience: 4+ Years

We are looking for a dynamic Team Lead to oversee daily support operations, mentor engineers, drive process excellence, and ensure world-class customer experience across our product portfolio. The ideal candidate will be a strong communicator, technically sound, and passionate about leading high-performing support teams.

Key Responsibilities:

Lead and manage support engineers across products and shifts

Act as a strong client advocate owning issues end-to-end

Track KPIs & ensure adherence to SLAs

Mentor and upskill support engineers (technical + soft skills)

Assist with training & onboarding of new team members

Collaborate with cross-functional leaders to prioritize product bugs

Ensure timely response through proper internal workflows

Participate in client status calls and escalation handling

Contribute to internal & client-facing knowledge base

Handle merchant onboarding & system change requirements

Maintain accurate documentation using case/ticketing systems

Must-Have Skills:

4+ years in software support or client-facing technical roles

Prior experience managing support or implementation teams

Strong SQL & Excel expertise

Experience with case management tools: Salesforce / Jira / Zendesk

ITIL certification

Excellent communication skills

Ability to explain technical issues to non-technical stakeholders

Familiarity with Java/J2EE, Unix/Linux

Experience with Oracle / SQL Server

Experience in Banking / VISA / Mastercard domains

Nice-to-Have Skills:

Reporting / BI tools

Process optimization & workflow improvement

Personality Traits:

A self-driven, high-ownership leader who thrives in fast-paced, entrepreneurial environments. Should be flexible, resilient, customer-obsessed, and ready for the high-energy demands of the retail/fintech ecosystem. A "Do it now" attitude is essential to grow fast with no age barriers.

Job Type: Full-time

Pay: ₹200,000.00 - ₹300,000.00 per year

Work Location: In person