Team Lead - Resolution/Control Tower

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.