Job Description

About Us

Location- Hyderabad, India

Level - Professional

Department - Customer

Working Pattern - Work from Office

Salary - this will be discussed at next stage, if you have any questions at all please feel free to reach out.

Benefits - Benefits at IdeagenIdeagen looking for an experienced and driven Team Leader for Customer Support who will serve as a customer advocate, people leader, and operational owner. In this role, you will lead a team of 10+ technical support professionals, take ownership of a portfolio of products, and manage shift operations to ensure exceptional customer experiences around the clock. The ideal candidate thrives at the intersection of people leadership, product knowledge, and operational excellence. You are someone who can navigate technical conversations with engineering stakeholders while also coaching a team member through a difficult customer interaction.

Responsibilities

• People Management: Lead, mentor, and develop a team of 10+ technical support professionals to deliver outstanding customer outcomes.
• Own team performance management including goal setting, periodic reviews, performance improvement plans, and recognition.
• Identify skill gaps and coordinate training programs to upskill the team across products and support processes.
• Product Management: Serve as the support-side owner for a portfolio of products, acting as the bridge between customers, support, and product/engineering teams.
• Track, analyse, and present product-level support metrics (ticket volume, resolution time, CSAT, bug trends) to stakeholders.
• Act as the escalation point for complex product-specific issues requiring cross-functional coordination.
• Shift Management: Own the end-to-end operations of your shift to ensure service levels are met and customers receive timely, high-quality support.
• Monitor and manage the ticket queue in real time, ensuring tickets are triaged, prioritized, and assigned effectively.
• Prepare and send a comprehensive end-of-shift report covering key metrics, open issues, escalations, and notable events.
• Join customer calls when needed to address critical or high-severity issues and drive them to resolution.

Skills and Experience

• 8+ years of experience in customer support within a SaaS or technology environment, with at least 3 years in a team lead or supervisory role.
• Strong understanding of SaaS products, technical troubleshooting, and support workflows.
• Proficiency with support tools and platforms (e.g., Zendesk, Intercom, Jira, Salesforce Service Cloud).

Preferred Qualifications

• Experience in a multi-product SaaS company managing support across different product lines simultaneously.
• Familiarity with ITIL frameworks or structured incident management processes.

What's in it for you?

While we take our work and deliverables seriously, we have a relaxed working environment, and we want our people to be rewarded for their hard work. We offer benefits such as medical insurance coverage for spouse and family and many more!

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process.

Enhance your career and make the world a safer place!

#LI-FullTime