Customer Support Team Lead

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 4–8 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:

• Strong HRMS/HCM and Payroll knowledge.
• Proven customer support and escalation-handling experience.
• Minimum 2 years of people management experience.
• Strong communication, analytical, and problem-solving skills.