Team Lead - Resolution/Control Tower
Visit Health
Full Time4+ yearsPosted 8 days ago
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Overview
Position Type
Full Time
Experience
4+ years
Job Description
Role Overview
We are looking for an experienced and driven Team Lead – Resolution to lead a high-performing team focused on customer issue resolution. This role is pivotal in ensuring smooth communication, timely grievance redressal, and continuous improvement in our support systems. You will act as a bridge between the frontline and internal teams, driving insights and actions to improve user experience.
What You’ll Do
- Lead & Manage the Resolution Team: Supervise a team of Associates handling customer escalations, ensuring SLA adherence and top-tier service quality.
- Drive RCA & Problem Solving: Own deep-dive root cause analysis for escalated issues and oversee prompt and effective resolution delivery to users.
- Process Ownership: Identify recurring issues and process gaps; collaborate with internal teams (Ops, Product, Support) to build long-term fixes.
- Ensure Communication Closure: Make sure all stakeholder threads (internal/external) are closed and users don’t face repeated friction.
- Data Analysis & Reporting: Analyze resolution and ticketing data to surface trends, share actionable insights, and guide team strategy.
- Improve Team Performance: Monitor team KPIs, run performance reviews, and upskill team members through coaching and feedback.
- Build SOPs & Best Practices: Define and improve escalation management workflows to minimize turnaround time and maximize customer satisfaction.
Must Haves
- Should be able to speak fluent English & Hindi; Tamil spoken will be an added advantage
- 4–6 years of experience in customer support, escalation handling, or control tower roles, with 1–2 years of team leadership experience.
- Proven success in fast-paced environments like E-commerce, Q-commerce, or startups.
- Strong problem-solving mindset with an ability to navigate ambiguity and break down complex issues.
- Excellent verbal and written communication skills for interacting with users and internal stakeholders.
- Demonstrated customer-first approach with a strong sense of ownership and empathy.
- Strong analytical skills; ability to use tools and dashboards to derive insights and make data-driven decisions.
- Immediate Joiners Preferred; experience in healthcare, health-tech, or wellness is a plus.