Team Lead - Resolution/Control Tower
ChennaiFull-time4–6 yrsPosted open since apr 2026
Mid-level customer support role at Visit Health in Chennai. Needs 4–6 years.
About the role
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
- Improve Team Performance: Monitor team KPIs, run performance reviews, and upskill team members through coaching and feedback
What you need
- Customer service
- Escalation handling
- Communication
- Root cause analysis
- Complaint handling
- SOP writing