Job Summary We are looking for an experienced Support Team Lead to manage our software support team and ensure excellent customer service and timely resolution of technical queries. Roles & Responsibilities • Lead and manage the Software Support Team and monitor daily activities. • Handle customer queries through live chat, calls, emails, and remote sessions. • Handle escalated and critical customer issues and ensure timely resolution. • Monitor tickets, SLA, response time, resolution time, and support backlog. • Coordinate with Development, QA, and Product teams for technical issue resolution. • Provide product training and guidance to team members and clients. • Monitor team performance and ensure high customer satisfaction. • Identify recurring issues and support process improvements. • Maintain proper records and prepare regular support reports. • Handle customer feedback and ensure effective issue resolution. Requirements • 5+ years of experience in Software Support • Minimum 1–2 years of experience in Team Lead role. • Strong verbal and written English communication skills. • Good knowledge of web applications and e-commerce platforms. • Basic knowledge of HTML, CSS, and JavaScript is beneficial. • Strong troubleshooting and problem-solving skills. • Experience with ticketing/helpdesk systems and SLA management. • Good customer handling and escalation management skills. • Ability to coordinate with cross-functional teams. • Proactive, responsible, and willing to work in rotational/US shifts.