Customer Support Team Lead

Company Description Spinoto is India’s first on-demand mechanic app, designed to make vehicle servicing as simple and convenient as ordering food online. The platform connects users with trusted and verified mechanics in minutes for roadside breakdowns, routine servicing, repairs, pickup and drop services, and more. Whether drivers are stuck on the road, short on time, or need quick minor repairs, Spinoto offers fast, reliable support through its mobile apps on iOS and Android. The company focuses on delivering a seamless customer experience by combining technology with dependable on-ground service.
Role Description The Customer Support Team Lead at Spinoto is a full-time, on-site role based in Ahmedabad. This position is responsible for leading the customer support team, overseeing daily operations, and ensuring timely, high-quality responses to customer inquiries and service requests. The role includes monitoring support tickets and calls, guiding team members on handling issues related to bookings, payments, and app usage, and coordinating with technical and operations teams to resolve complex cases. The Team Lead will track performance metrics, implement process improvements, conduct regular coaching and training, and help maintain high levels of customer satisfaction. This role also involves documenting best practices, updating support guidelines, and providing feedback to management on recurring customer issues and service enhancements.
Qualifications
Strong Customer Support and Customer Satisfaction skills, with experience leading or mentoring support teams.
Excellent Communication abilities, including clear verbal and written communication with customers and internal stakeholders.
Solid Analytical Skills to interpret support metrics, identify patterns in issues, and recommend data-driven improvements.
Experience in Technical Support, preferably in app-based or technology-driven services, with the ability to troubleshoot common user issues.
Proven team leadership or supervisory experience in a customer-facing environment.
Ability to work on-site in Ahmedabad and collaborate effectively in a fast-paced, service-oriented setting.
Comfort with using CRM or ticketing tools and basic office software; familiarity with mobile apps and on-demand service platforms is an advantage.
Bachelor’s degree in any discipline or equivalent practical experience in customer service and team management.

Work arrangement
No