Customer Support Team Lead – ZingHR
Location: Pune | Work Mode: Work from Office Experience: 6+ years in HRMS/HCM Support with 2+ years of Team Leadership
ZingHR is hiring a Customer Support Team Lead to manage and mentor a team of 4–8 Support Executives, handle critical customer escalations, and ensure excellent support delivery.
Key Responsibilities:
- Lead, mentor, and monitor the performance of the support team.
- Manage enterprise customer escalations and ensure 99%+ SLA adherence.
- Oversee ticket management through tools such as Freshdesk.
- Support HRMS modules, especially Payroll, Attendance, and Employee Lifecycle.
- Track KPIs, CSAT, productivity, and team performance.
- Coordinate with Product, Technical, and Implementation teams.
- Conduct customer/team training and drive process improvements.
Required Skills:
- Strong HRMS/HCM and Payroll knowledge.
- Proven customer support and escalation-handling experience.
- Minimum 2 years of people management experience.
- Strong communication, analytical, and problem-solving skills.
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