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Job Description
Team Lead, Support Operations - 46
Department: SaaS
Employment Type: Full Time
Location: Bengaluru
Description
The Support Team Lead is responsible for overseeing daily operations of the Sales and Event Management cloud‑based product support team. This role ensures timely, high‑quality customer issue resolution, effective case management, escalation handling, and consistent adherence to support processes and service standards. The Team Lead provides guidance, coaching, and workload coordination for support analysts, while driving operational efficiency, customer satisfaction, and continuous improvement.
This role includes direct people management responsibility for a team of approximately seven support analysts and operates in a fast‑paced, customer‑centric environment. The position partners closely with Product Management, Development, and Cloud Operations to escalate issues, communicate product trends, and support ongoing product stability and enhancement initiatives.
The role requires strong English communication skills, a customer‑focused mindset, and the ability to manage multiple priorities. Candidates must be willing to work US daytime hours (typically 6:30 PM IST to 3:00 AM IST) in a hybrid work model, The role operates under moderate supervision and typically reports to a Manager or Director.
This role includes direct people management responsibility for a team of approximately seven support analysts and operates in a fast‑paced, customer‑centric environment. The position partners closely with Product Management, Development, and Cloud Operations to escalate issues, communicate product trends, and support ongoing product stability and enhancement initiatives.
The role requires strong English communication skills, a customer‑focused mindset, and the ability to manage multiple priorities. Candidates must be willing to work US daytime hours (typically 6:30 PM IST to 3:00 AM IST) in a hybrid work model, The role operates under moderate supervision and typically reports to a Manager or Director.
A Typical Day in the Life Includes:
* Oversee day‑to‑day support operations for the Sales and Event Management cloud product, ensuring timely case assignment, progression, and resolution.
* Lead, coach, and manage a team of approximately seven support analysts, ensuring high performance and engagement.
* Monitor team workload, prioritize incoming requests, and ensure compliance with SLAs and established support standards.
* Manage monthly team scheduling, including creation and maintenance of shift schedules, review and approval of leave requests, and timely processing of employee timecards.
* Provide ongoing coaching, mentoring, and performance feedback to strengthen product knowledge, troubleshooting skills, and customer service capabilities.
* Conduct regular CPE, RRE, and 360 reviews for all direct reports based on defined cadences.
* Serve as the primary escalation point for complex or high‑impact customer issues, coordinating with Product Management, Development, Cloud Operations, and other internal teams as required.
* Review case trends to identify recurring issues, product defects, or training gaps, and communicate insights to leadership and cross‑functional partners.
* Support onboarding and continuous training initiatives for new and existing team members.
* Ensure accurate and complete documentation of cases, troubleshooting steps, and resolutions within the support system.
* Contribute to process improvements, knowledge base development, and operational best practices.
* Assist with resource planning, scheduling, and reporting on team performance metrics.
* Promote a customer‑focused culture emphasizing responsiveness, accountability, and continuous improvement.
* Lead, coach, and manage a team of approximately seven support analysts, ensuring high performance and engagement.
* Monitor team workload, prioritize incoming requests, and ensure compliance with SLAs and established support standards.
* Manage monthly team scheduling, including creation and maintenance of shift schedules, review and approval of leave requests, and timely processing of employee timecards.
* Provide ongoing coaching, mentoring, and performance feedback to strengthen product knowledge, troubleshooting skills, and customer service capabilities.
* Conduct regular CPE, RRE, and 360 reviews for all direct reports based on defined cadences.
* Serve as the primary escalation point for complex or high‑impact customer issues, coordinating with Product Management, Development, Cloud Operations, and other internal teams as required.
* Review case trends to identify recurring issues, product defects, or training gaps, and communicate insights to leadership and cross‑functional partners.
* Support onboarding and continuous training initiatives for new and existing team members.
* Ensure accurate and complete documentation of cases, troubleshooting steps, and resolutions within the support system.
* Contribute to process improvements, knowledge base development, and operational best practices.
* Assist with resource planning, scheduling, and reporting on team performance metrics.
* Promote a customer‑focused culture emphasizing responsiveness, accountability, and continuous improvement.
Basic Qualifications:
* Minimum 5+ years of experience in a customer or technical support role, preferably supporting SaaS or cloud‑based applications.
* At least 2+ years of experience in a supervisor, lead, or people‑management role within a support environment.
* Prior experience in mentoring, coaching, or leading support teams.
* Strong analytical and troubleshooting skills with the ability to resolve complex customer issues.
* Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to both technical and non‑technical audiences.
* Foundational technical knowledge, including familiarity with cloud‑based software applications such as hotel property, hospitality, or event management systems, and basic networking concepts.
* Demonstrated ability to manage multiple priorities in a fast‑paced environment.
* Strong organizational skills and attention to detail.
* Willingness to work US shift timings (6:30 PM IST - 3:00 AM IST) in a hybrid work model.
* At least 2+ years of experience in a supervisor, lead, or people‑management role within a support environment.
* Prior experience in mentoring, coaching, or leading support teams.
* Strong analytical and troubleshooting skills with the ability to resolve complex customer issues.
* Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to both technical and non‑technical audiences.
* Foundational technical knowledge, including familiarity with cloud‑based software applications such as hotel property, hospitality, or event management systems, and basic networking concepts.
* Demonstrated ability to manage multiple priorities in a fast‑paced environment.
* Strong organizational skills and attention to detail.
* Willingness to work US shift timings (6:30 PM IST - 3:00 AM IST) in a hybrid work model.
Preferred Qualifications:
* Experience supporting hospitality, event management, or property management software solutions.
* Knowledge of Infor products, tools, and support processes.
* Familiarity with ITIL practices or formal service management frameworks.
* Experience working with global teams in a 24x7 or follow‑the‑sun support environment.
* Proven ability to analyze operational data and recommend process improvements.
* Background in training, coaching, or developing support staff.
* Knowledge of Infor products, tools, and support processes.
* Familiarity with ITIL practices or formal service management frameworks.
* Experience working with global teams in a 24x7 or follow‑the‑sun support environment.
* Proven ability to analyze operational data and recommend process improvements.
* Background in training, coaching, or developing support staff.