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L1 Support Team Leader
Recruise —Hyderabad, Telangana
- ₹25 - ₹30 an hour
- Full-time
- Databases
- Analysis skills
- Continuous improvement
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L1 Support Team Leader

Recruise
Hyderabad, Telangana

Quick apply

Job details

Full-time
₹25 - ₹30 an hour
3 days ago

Qualifications

Knowledge management
Operating systems
Technical support
Performance management
Databases
Analysis skills
Continuous improvement
APIs
Communication skills

Full job description

Job Title: L1 Support Team Leader

Industry: Technology & Engineering

Seniority Level: Lead / Principal

Overview

We are seeking an experienced L1 Support Team Leader to lead a team of L1 Support Representatives, ensuring operational excellence, high-quality customer support, and continuous process improvement. This role is responsible for driving team performance, managing operational KPIs, handling complex customer escalations, mentoring team members, and partnering with cross-functional teams to enhance support operations and customer satisfaction.

Key Responsibilities

Lead, coach, and develop a team of L1 Support Representatives, including performance management and career development.
Conduct structured one-on-one meetings, team meetings, and continuous coaching sessions to improve team capability and performance.
Monitor and manage operational KPIs, including SLA, CSAT, backlog, and resolution time, and implement action plans to drive continuous improvement.
Handle complex customer escalations, critical incidents, and operational challenges independently.
Perform detailed ticket audits and provide structured, actionable feedback to improve service quality.
Simplify complex technical and operational issues to enable prompt resolution.
Remove blockers for the support team and take ownership of complex issues when required.
Drive training initiatives and own the end-to-end onboarding process for new team members.
Analyze operational trends and proactively identify opportunities for process improvement.
Partner with internal teams to resolve recurring issues and escalate systemic concerns.
Identify customer-sensitive situations proactively, communicate risks to appropriate stakeholders, and implement mitigation plans to ensure customer satisfaction.
Lead training initiatives based on escalation trend analysis to reduce escalations, improve L1 resolution capability, and enhance customer satisfaction.

Required Qualifications

7–8 years of experience in technical support roles.
Minimum 5 years of experience leading technical support teams.
Demonstrated success managing team performance and operational KPIs.
Strong analytical and results-oriented mindset.
Extensive experience handling customer escalations and operational incidents.
Proven experience leading small to medium-sized projects and operational initiatives.
Strong technical foundation in:
- Operating Systems
- Databases
- Networking
- API concepts
Deep understanding of support operations, SLAs, workload management, and service delivery.
Advanced ability to interpret operational data, KPI trends, and performance metrics to drive proactive improvements.
Strong coaching, mentoring, conflict resolution, and performance management skills.
Excellent verbal and written communication skills with the ability to engage effectively with customers and stakeholders at all levels.
Ability to adapt communication style based on the audience.
Experience creating presentations, reports, and operational analyses.
Strong understanding of operational KPIs from both real-time monitoring and historical trend perspectives.
Ability to identify KPI trends, determine root causes, and implement corrective actions.

Preferred Qualifications

Experience driving continuous improvement initiatives within technical support organizations.
Experience developing and delivering technical training programs.
Proven ability to influence cross-functional teams and contribute to organization-wide support initiatives.
Experience improving L1 resolution rates through process optimization and knowledge management.

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