Team Lead Hyderabad

Gratitude Inc

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1 week ago

Team Lead Hyderabad

1-3 Year(s)

₹ 70 - ₹ 1 Lacs p.m

Hyderabad

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Job Description

Key Skills

Excellent verbal and written English communication skills Strong team handling experience Strong knowledge of KPIs, SLAs, and performance management

88 candidate(s) have already applied for this Job. Apply now

Technical Support Team Lead – Adobe Products

Hyderabad | Rotational/Night Shifts | BPO 3/4 | ₹9–12 LPA | Job Code: 411660

About the Role
Lead from the front in a technical support environment where Adobe expertise meets exceptional customer experience. As a Team Lead, you'll guide a team of international voice and chat agents, ensuring they troubleshoot with precision, communicate with confidence, and drive value for global customers. Your blend of people leadership, Adobe product knowledge, and operational rigor will directly shape performance, quality, and revenue outcomes. This is a hands-on leadership role based in Hyderabad—perfect for someone who loves coaching, thrives on metrics, and understands that great support can also be a growth engine.

What You’ll Do

Lead & Coach: Manage a team of technical support agents across voice and chat channels, fostering technical depth, voice quality, CSAT, AHT, and cross-sell/upsell behaviors through structured coaching and feedback.

Drive Operational Excellence: Own KPIs—FCR, QA, CSAT, productivity, shrinkage—and implement corrective action plans when targets slip. Conduct RCA, audits, and continuous improvement initiatives.

Client & Stakeholder Engagement: Handle client connects, performance reviews, and escalations with clear, structured communication. Confidently represent the team in client discussions.

Technical Escalations: Use your Adobe product knowledge to guide agents on troubleshooting, feature navigation, and resolution of complex issues. Step in directly for critical escalations when needed.

Sales & Revenue Focus: Embed a revenue mindset within the team—identify and coach agents on cross-sell and upsell opportunities that feel natural and customer-first.

Process Improvement: Identify trends, recommend workflow enhancements, and drive initiatives that improve both customer experience and team efficiency.

What You’ll Bring

Must-Have

Leadership Experience: Minimum 1 year of hands-on leadership in an international technical support environment (voice and chat), managing global customers.

Adobe Hands-On Experience (Mandatory): You must have practical experience with Adobe products—whether Creative Cloud, Document Cloud, Experience Cloud, or similar—and the ability to guide teams on troubleshooting and workflows. Profiles without this will not be considered.

Communication Excellence: B1/B2-level voice communication with clear grammar, pronunciation, and the confidence to handle customer escalations, agent coaching, and client discussions.

KPI & Performance Mastery: Strong command of operational metrics like FCR, QA, CSAT, productivity, and shrinkage. You don’t just report numbers—you use them to drive action.

Sales Acumen: Proven ability to drive cross-sell/upsell conversations within a technical support setting, without compromising service quality.

Good to Have

Deep Adobe technical support knowledge across multiple products and workflows.

Experience handling stakeholder/client communication, including business reviews and escalation management.

Exposure to audits, RCA, and structured process improvement methodologies.

Track record of coaching agents to improve technical depth, voice quality, and sales behaviors simultaneously.

Eligibility & Important Notes

Band: BPO 3/4, aligned with your experience and interview performance.

Salary: ₹9–12 LPA, commensurate with expertise.

Shifts: Willingness to work rotational/night shifts is essential.

Education: Graduation is compulsory.

This role is not open to former or current employees of the organization.

PAN and Date of Birth are required at the offer stage for employee profile creation.

Why Join Us
You’ll be part of a global technology powerhouse that invests in your leadership growth. Beyond a competitive salary, you’ll access continuous learning platforms, cross-functional exposure, and a culture that values innovation and inclusion. Leading a team at the intersection of Adobe technology and customer support gives you a unique edge—sharpening your technical, managerial, and client-facing skills in one dynamic role. Your next career milestone starts here.

How to Apply
If your CV clearly demonstrates Adobe product hands-on experience and technical support leadership, we want to hear from you. Apply now quoting Job Code 411660. Our team will reach out to qualified candidates for the next steps. Lead with Adobe. Lead with impact.

Role

Deputy Manager-Operations

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Chat

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Macdonald Cookey

Recruiter - Gratitude Inc

NA, nigeria

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