Team Lead - Customer Support

About the role

Exponent Energy, which builds the energy stack for commercial EVs in India, is hiring a Team Lead for its After Sales Customer Support team in Bengaluru. You will lead a team of 3-4 Customer Support Executives during your shift, reporting to the Customer Support Operations Lead and acting as the first point of escalation on your shift. The role suits someone with 4-7 years of experience.

Key responsibilities

• Supervise and guide a team of 3-4 support executives during your shift, ensuring SLAs and quality standards are met
• Be the first escalation point for complex or unresolved customer issues: triage, resolve or escalate to the right team with full context
• Monitor the real-time queue so tickets are picked up, actioned and closed on time
• Conduct daily briefings, track attendance and maintain shift handover notes
• Identify coaching opportunities through call/chat monitoring and give on-the-floor feedback
• Flag recurring issues or patterns to the Operations Lead for root cause analysis and process improvement
• Maintain shift-level reports on resolution rate, response time and escalations

Required profile

• 2-4 years in customer support, with some experience handling escalations or informally leading a team
• Comfortable working in a 24/7 shift environment, including nights and weekends
• Clear communicator who stays calm under pressure and makes quick decisions on the floor
• Fluency in English, Hindi and Kannada is a must; fluency in Telugu and Tamil is a good to have
• Quality of work, structured problem-solving, ability to multi-task in a dynamic environment and resilience