Team Lead Hyderabad

Gratitude Inc

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1 month ago

Team Lead Hyderabad

2-5 Year(s)

₹ 80 - ₹ 1 Lacs p.m

Hyderabad (Madhapur, Hyderabad)

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Job Description

Key Skills

Technical Support Certification in Adobe Creative Suite tools (Photoshop, Illustrator, After Effects). Strong team handling experience Excellent verbal & written communication skills Strong knowledge of KPIs, SLAs, and performance management

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Location: Hyderabad

Band: BPO 3/4

- Strong team handling experience

- Excellent verbal & written communication skills

- Experience in Technical support process (Must have)

- Experience using Adobe Products

- Strong knowledge of KPIs, SLAs, and performance management

- Comfortable with rotational/night shifts

**Please note the profiles need to mandatorily have SOME ADOBE PRODUCT HANDS ON EXPERIENCE**

Must‑Have Competencies

Minimum 1 Year Leadership Experience in International Technical Support (Voice & Chat) – At least 1 year of experience handling or leading international technical support teams across voice and chat channels, supporting global customers.

KPI & Performance Management – Strong command over operational metrics (FCR, QA, CSAT, productivity, shrinkage) with corrective action planning.

Sales & Revenue Mindset – Ability to drive cross‑sell/upsell conversations within a technical support environment.

B1/B2‑Level Voice Communication - Clear, confident, and structured communication with good grammar and pronunciation, able to handle customer escalations, agent coaching, and client discussions effectively.

Good to have Competencies.

Hands‑on Adobe Technical Support Knowledge – Strong understanding of Adobe products and workflows, with the ability to guide teams on troubleshooting, feature navigation, and escalations.

Stakeholder & Client Communication – Experience handling client connects, escalations, and performance reviews.

Process Improvement Orientation – Exposure to audits, RCA, action plans, and continuous improvement initiatives.

Strong People Leadership & Coaching – Proven experience coaching agents on technical depth, voice quality, CSAT, AHT, and sales/cross‑sell behaviors.

**PAN and DOB are required to create an employee profile in the database.**

Role

Customer Service Executive -Technical

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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Isaac Love

Recruiter - Gratitude Inc

NA, nigeria

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