Team Lead - Customer Support

Job Title: Team Lead - Customer Support

Location: Bangalore (On-Site)

About Teachmint:

At Teachmint, we believe that education moves the world forward and deserves the best technology. As a pioneer in AI-powered educational technology, we deliver a unified ecosystem. We bring together AI, a connected classroom app, and smart hardware in one place. This ensures teachers spend less time managing tools and more time teaching. Our mission is to transform learning one classroom at a time - giving every educator the tools to teach at their best. Today, Teachmint’s app is available in more than 90 languages, powering educational infrastructure across 10-plus countries with offices in Bengaluru,

Singapore, Dubai, and Manila. Discover our complete solutions at www.teachmint.com.

About the Role:

We are seeking an energetic, analytical, and empathetic Team Leader - Customer Support to lead and elevate our customer support and onboarding operations.

In this role, you will elevate the day-to-day functions of our support team from basic ticket resolution into a high-performing support and training engine. You will manage a team of Customer Support

Specialists and Interns, oversee customer onboarding and product training initiatives across our

SaaS and hardware solutions (Teachmint X), maintain tight SLA adherence, handle high-priority customer escalations, and drive continuous quality improvement across all customer support touchpoints.

Key Responsibilities:

1. Team Leadership & People Management

• Lead, coach, and mentor a high-performing team of Customer Support Executives and Support/Training Interns.
• Conduct regular 1-on-1s, perform quality audits on support tickets/calls, and drive continuous skill development across the team.
• Manage shift schedules, roster planning, ticket volume allocation, and team capacity to ensure optimum workflow coverage.

2. Support Operations & SLA Governance

• Oversee end-to-end customer query resolution across channels (Phone, Email, Chat, and On-site support ticketing).
• Define and enforce strict SLAs for First Response Time (FRT), First Call Resolution (FCR), and Turn-Around Time (TAT).
• Serve as the senior point of escalation for complex technical bugs, hardware issues with Teachmint X boards, or dissatisfied client accounts.

3. Process Improvement & Feedback Loops

• Perform root-cause analysis (RCA) on recurring customer queries and friction points to provide actionable insights to the Product, Engineering, and Hardware teams.
• Identify recurring customer issues and Implement long term solutions to fix them / automate them to drive efficiency and customer delight
• Optimize internal knowledge systems, ticketing workflows (e.g. Zoho Desk), and customer feedback tracker databases.
• Create SOPs to enhance team efficiency.

Education & Experience Requirements:

• Education: Bachelor’s degree in Business Administration, Engineering, HR, Communications, or a related field.
• Experience: 3 to 6 years of core experience in Customer Support, Customer Experience, or Technical Support in a tech environment, with at least 1-2 years in a direct team handling/leadership role.
• Industry Background: Prior experience in SaaS, EdTech, Enterprise IT Support, or Consumer Electronics/Hardware support is highly desirable.

Key Skills & Competencies:

• People Leadership: Demonstrated ability to build, train, and motivate support reps and interns, fostering a culture of ownership and high performance.
• Tools & Systems: Hands-on expertise with omni-channel customer support platforms (Freshdesk, Zendesk, Salesforce Service Cloud, or Zoho Desk) and analytics dashboards.
• Problem-Solving & Data Acumen: Strong proficiency in MS Office / Google Workspace (Excel, Sheets, Data Visualization) to track metrics, report CSAT trends, and optimize workflows.
• Communication: Exceptional written and verbal communication skills in English and Hindi (knowledge of additional Indian regional languages is a major plus).
• Customer Centricity: Strong emotional intelligence, de-escalation skills, and a genuine passion for creating delightful customer outcomes..

Why Join Teachmint?

Be part of a mission-driven company transforming education through technology.

Work with high-impact teams solving real-world operational challenges.

Gain exposure to large-scale nationwide operations and partner networks.

Grow your career in a fast-paced, high-growth environment.

Join Teachmint and lead us in reshaping the future of education!

Disclaimer: Kindly note that Teachmint Technologies is an equal opportunity employer. We are dedicated

to providing equal opportunities in all aspects of employment, including recruitment, training, and

development of employees, which encompasses promotions, transfers, assignments, and various

benefits. Teachmint Technologies strictly prohibits discrimination in the workplace based on colour,

disability, marital status, nationality, race, religion, sex, sexual orientation, national or ethnic origins,

religious beliefs, or age.