Team Lead - Resolution/Control Tower

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

• 4–6 yrs of experience
• Customer service
• Escalation handling
• Communication
• Root cause analysis
• Complaint handling
• SOP writing
• Any graduate