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Exponent Energy
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Bengaluru · On-site · 4-7 Yrs · 2 hours ago
1 open role1 posted in 7d1 in 30d
Hiring: Customer support and operations
Job description
Overview
Role: Lead- Technical Trainer
Responsibilities
- : Across a shift you'll lead a team of 3-4 Customer
- Support Executives, ensuring smooth day-to-day operations and high-quality customer interactions. You'll report to the Customer
- Support Operations
- Lead and be the first point of escalation on your shift.
- Supervise and guide a team of 3-4 support executives during your shift, ensuring SLAs and quality standards are met
- Be the first escalation point for complex or unresolved customer issues — triage, resolve, or escalate to the right team with full context
- Monitor real-time queue and ensure tickets are being picked up, actioned, and closed on time
- Conduct daily briefings, track attendance, and maintain shift handover notes for continuity across shifts
- Identify coaching opportunities through call/chat monitoring and give on-the-floor feedback to executives
- Flag recurring issues or patterns to the Customer Support Operations Lead for RCA and process improvement
- Maintain accurate shift-level reports on key metrics — resolution rate, response time, escalations
Qualifications
- 2-4 years in customer support, with some experience handling escalations or informally leading a team
- Comfortable working in a 24/7 shift environment including nights and weekends
- Clear communicator who can stay calm under pressure and make quick calls on the floor
- Fluency in English, Hindi and Kannada is a must have. Fluency in Telugu and Tamil is a good to have
- Quality of work
- Structured problem-solving
- Dissatisfaction with mediocre work
- Ability to multi-task and handle a dynamic working environment
- Resilient attitude to bounce back after failing
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Job application FAQ
Last updated 6 November 2026
- How do I apply for Team Lead - Customer Support at Exponent Energy?
- Open this job on Feedback AI and sign up free (or sign in). You can apply from the job detail page; match scores and skill gaps appear when your profile is complete. Exponent Energy may attach structured assessments to interview rounds after you apply.
- Does Feedback AI show a match score for this Team Lead - Customer Support role?
- Yes after you add a resume or skills. Match score ranks this role against your profile — skills met, gaps, level, and location — so you prioritise applications where fit is strongest.
- Is Team Lead - Customer Support remote or on-site in Bengaluru, Karnataka?
- This listing is marked on_site with location Bengaluru, Karnataka. Confirm details on the job description before applying.
- What skills matter for this Team Lead - Customer Support role at Exponent Energy?
- This is a lead Team Lead - Customer Support role. Key skills include skills listed in the job description. Feedback AI highlights matched vs missing skills on your profile after signup.