# Team Lead - Technical Support (Chat & Email)

> Gigmo Solutions · Gurugram, India (Remote) · — · Posted 2026-07-06

**Workplace:** remote

## Description

**About the Company:  
**Gigmo Solutions Pvt. Ltd. is a fast-growing global organization with presence across multiple regions including the Americas, Europe, Africa, and Asia. The company specializes in multilingual customer support and leverages AI-driven solutions and a global gig workforce to deliver efficient and scalable support services.  
  
**Key Responsibilities:  
**

-   Lead and manage a team of Technical Support Agents (chat & email).  
    
-   Monitor team performance and provide regular feedback, coaching, and mentoring.  
    
-   Ensure high-quality customer interactions with clear and accurate communication.  
    
-   Handle customer escalations and resolve complex technical issues.  
    
-   Ensure adherence to SLAs, response time, and resolution targets.  
    
-   Manage and prioritize team workload and support queues effectively.  
    
-   Assist team members in troubleshooting and resolving customer issues.  
    
-   Collaborate with cross-functional teams for issue resolution.  
    
-   Conduct quality audits and ensure compliance with SOPs.  
    
-   Identify process gaps and drive continuous improvement initiatives.  
    
-   Track key performance metrics (CSAT, productivity, SLA adherence).  
    
-   Prepare and share performance reports with management.  
    

  
**Qualifications:  
**

-   Bachelor’s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent).  
    
-   5+ years of experience in customer support (chat/email).  
    
-   Minimum 1–2 years of experience in a team handling or leadership role.  
    
-   Excellent written communication skills with attention to detail.  
    
-   Strong analytical and problem-solving abilities.  
    
-   Familiarity with customer support tools and chat platforms.  
    
-   Ability to manage remote teams and multitask effectively.  
    
-   High level of empathy, patience, and customer focus.  
    

  
**Work Details:  
**

-   Location: Remote (Anywhere in India)  
    
-   Shift: Rotational (24/7 environment)  
    
-   Hardware: Laptop (16GB RAM, Windows 11), Internet speed 50 Mbps

## Apply

[Apply at Gigmo Solutions](https://apply.workable.com/gigmos/j/BF2A745087/apply)

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