Customer Support Team Lead Pune (India)

Customer Support Team Lead ZingHR

Location: Pune | Work Mode: Work from Office Experience: 6+ years in HRMS/HCM Support with 2+ years of Team Leadership

ZingHR is hiring a Customer Support Team Lead to manage and mentor a team of 48 Support Executives, handle critical customer escalations, and ensure excellent support delivery.

Key Responsibilities

Lead, mentor, and monitor the performance of the support team.

Manage enterprise customer escalations and ensure 99%+ SLA adherence.

Oversee ticket management through tools such as Freshdesk.

Support HRMS modules, especially Payroll, Attendance, and Employee Lifecycle.

Track KPIs, CSAT, productivity, and team performance.

Coordinate with Product, Technical, and Implementation teams.

Conduct customer/team training and drive process improvements.

Required Skills:

Robust HRMS/HCM and Payroll knowledge.

Proven customer support and escalation-handling experience.

Minimum 2 years of people management experience.

Robust communication, analytical, and problem-solving skills. .