Chat Support Executive Full Time NEW

Team Lead / Supervisor – LiveOps (Tier-1 Support)

3+Years

Rotational Shifts

Role Summary

Lead a team of customer & driver support agents handling real-time logistics operations (chat/SMS-based). Responsible for queue management, escalations, and SLA adherence in a 24/7 environment.

Key Responsibilities

• Manage 10–15 Tier-1 agents in a real-time support environment
• Monitor live queues (chat/SMS) and ensure SLA adherence
• Handle escalations (delivery issues, driver delays, reroutes, failed deliveries)
• Coach agents on:
• Resolution quality
• Communication tone
• Decision-making
• Coordinate with internal teams via Slack
• Ensure proper case documentation in Zendesk
• Drive daily performance:
• First Contact Resolution (FCR)
• Response time
• Resolution time

Required Skills

• Strong real-time decision-making
• Ability to handle high-pressure situations
• Deep understanding of customer support workflows
• Excellent communication & coaching ability

Tools Exposure (Preferred)

• Twilio Flex (chat/SMS handling)
• Zendesk
• Google Maps

Experience

• 5–8 years in customer support / LiveOps
• 2+ years as Team Lead / Supervisor
• Experience in logistics, ride-sharing, or e-commerce preferred

What Success Looks Like

• 90%+ SLA adherence
• Strong escalation handling
• Well-coached, high-performing team

Job Type: Full-time

Pay: Up to ₹450,000.00 per month

Benefits:

• Food provided
• Health insurance
• Provident Fund

Work Location: In person