Customer Support Team Lead

Customer Support Team Lead
A US fintech scaling the frontline support pod behind its India operation
This fintech has partnered with Flexiple, the managed marketplace that helps global companies build high-performing teams and GCCs in India, to hire the first-line manager for a growing support pod. The agents already handle a steady volume of payments and account queries; what is missing is someone to own their metrics, coach them day to day, and decide what gets escalated versus resolved on the floor.
What you would own
You would manage a pod of eight to twelve support agents handling chat, email, and occasional calls for a US fintech's customers. That means daily huddles, live queue monitoring, and being the first call when an agent is stuck on a case they cannot close alone. You would own the pod's core metrics, first-response time, resolution time, and CSAT, and be expected to explain a bad week, not just report it.
The work week
Run daily huddles and monitor queue health across shifts
Coach agents through calibration sessions and side-by-side listening or chat review
Own the escalation path, deciding what a lead resolves versus what goes up to engineering or compliance
Report pod metrics weekly and flag risks before they become misses
Handle rostering, shift swaps, and first-line performance conversations
What you would bring
Four to eight years in customer support, with at least a year already spent leading or mentoring other agents informally or formally. Comfort reading a metrics dashboard and acting on it, not just watching it. Enough backbone to have a direct but fair conversation with someone on your own pod, and enough patience to do it more than once.
Useful, not mandatory
Prior experience in a fintech, payments, or banking support environment
Familiarity with tools such as Zendesk, Freshdesk, or Salesforce Service Cloud
Comfort with a partial US time-zone overlap
What this pays back
A genuine first management seat with a defined pod and real metrics ownership
Hybrid placement out of Bengaluru or Mumbai, pan-India hiring
Direct visibility to the support leadership shaping the wider team
What happens after you apply
HR screening, a short exercise built around a real escalation scenario, a panel round with support leadership, and a culture conversation. One application keeps you in contention for this role and other matched openings that come up later.

Work arrangement
Yes