Customer Support Team Lead

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.