Team Lead - Customer Support
teachmint· Customer Support
About this role
Job Title: Team Lead - Customer Support
Location: Bangalore (On-Site)
About Teachmint:
At Teachmint, we believe that education moves the world forward and deserves the best technology. As a pioneer in AI-powered educational technology, we deliver a unified ecosystem that brings together AI, a connected classroom app, and smart hardware in one place. This ensures teachers spend less time managing tools and more time teaching.
Our mission is to transform learning one classroom at a time, giving every educator the tools to teach at their best. Today, Teachmint's app is available in more than 90 languages, powering educational infrastructure across 10-plus countries with offices in Bengaluru, Singapore, Dubai, and Manila.
As Teachmint continues to grow, we're grateful that our impact is felt not just in the classrooms we power, but also in the recognition we've earned along the way. We're the #1 Interactive Flat Panel brand in India by market share, as per DISCIEN's global market research report, and a Great Place to Work® Certified company — a reflection of the strong culture, trust, and collaboration that power our teams every day. www.teachmint.com.
About the Role:
We are seeking an energetic, analytical, and empathetic Team Leader – Customer Support to lead and
elevate our customer support and onboarding operations.
In this role, you will elevate the day-to-day functions of our support team from basic ticket resolution
into a high-performing support and training engine. You will manage a team of Customer Support
Specialists and Interns, oversee customer onboarding and product training initiatives across our
SaaS and hardware solutions (Teachmint X), maintain tight SLA adherence, handle high-priority
customer escalations, and drive continuous quality improvement across all customer support
touchpoints.
Key Responsibilities:
1. Team Leadership & People Management
- Lead, coach, and mentor a high-performing team of Customer Support Executives and Support/Training Interns.
- Conduct regular 1-on-1s, perform quality audits on support tickets/calls, and drive continuous skill development across the team.
- Manage shift schedules, roster planning, ticket volume allocation, and team capacity to ensure optimum workflow coverage.
2. Support Operations & SLA Governance
- Oversee end-to-end customer query resolution across channels (Phone, Email, Chat, and On-site support ticketing).
- Define and enforce strict SLAs for First Response Time (FRT), First Call Resolution (FCR), and Turn-Around Time (TAT).
- Serve as the senior point of escalation for complex technical bugs, hardware issues with Teachmint X boards, or dissatisfied client accounts.
3. Process Improvement & Feedback Loops
- Perform root-cause analysis (RCA) on recurring customer queries and friction points to provide actionable insights to the Product, Engineering, and Hardware teams.
- Identify recurring customer issues and Implement long term solutions to fix them / automate them to drive efficiency and customer delight
- Optimize internal knowledge systems, ticketing workflows (e.g. Zoho Desk), and customer feedback tracker databases.
- Create SOPs to enhance team efficiency.
Education & Experience Requirements:
- Education: Bachelor’s degree in Business Administration, Engineering, HR, Communications, or a related field.
- Experience: 3 to 6 years of core experience in Customer Support, Customer Experience, or Technical Support in a tech environment, with at least 1–2 years in a direct team handling/leadership role.
- Industry Background: Prior experience in SaaS, EdTech, Enterprise IT Support, or Consumer Electronics/Hardware support is highly desirable.
Key Skills & Competencies:
- People Leadership: Demonstrated ability to build, train, and motivate support reps and interns, fostering a culture of ownership and high performance.
- Tools & Systems: Hands-on expertise with omni-channel customer support platforms (Freshdesk, Zendesk, Salesforce Service Cloud, or Zoho Desk) and analytics dashboards.
- Problem-Solving & Data Acumen: Strong proficiency in MS Office / Google Workspace (Excel, Sheets, Data Visualization) to track metrics, report CSAT trends, and optimize workflows.
- Communication: Exceptional written and verbal communication skills in English and Hindi (knowledge of additional Indian regional languages is a major plus).
- Customer Centricity: Strong emotional intelligence, de-escalation skills, and a genuine passion for creating delightful customer outcomes..
Why Join Teachmint?
Be part of a mission-driven company transforming education through technology.
Work with high-impact teams solving real-world operational challenges.
Gain exposure to large-scale nationwide operations and partner networks.
Grow your career in a fast-paced, high-growth environment.
Join Teachmint and lead us in reshaping the future of education!
Disclaimer: Kindly note that Teachmint Technologies is an equal opportunity employer. We are dedicated
to providing equal opportunities in all aspects of employment, including recruitment, training, and
development of employees, which encompasses promotions, transfers, assignments, and various
benefits. Teachmint Technologies strictly prohibits discrimination in the workplace based on colour,
disability, marital status, nationality, race, religion, sex, sexual orientation, national or ethnic origins,
religious beliefs, or age.
Frequently Asked Questions
Is the salary disclosed for the Team Lead - Customer Support position at teachmint?
The salary for this Team Lead - Customer Support role at teachmint is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Team Lead - Customer Support position at teachmint located?
This Team Lead - Customer Support role at teachmint is based in Bangalore, KA, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Team Lead - Customer Support role at teachmint full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Team Lead - Customer Support role in the Customer Support department at teachmint.
Which team or department does the Team Lead - Customer Support at teachmint belong to?
This Team Lead - Customer Support position is part of the Customer Support department at teachmint. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Team Lead - Customer Support position at teachmint?
Click the "Apply Now" button on this page. You will be redirected to teachmint's official application portal hosted on keka where you can submit your application directly.
When was the Team Lead - Customer Support job at teachmint posted?
This Team Lead - Customer Support position at teachmint was posted on Aug 18, 2026. Apply as soon as possible — early applications are often reviewed first.
Team Lead - Customer Support
teachmint
You'll be redirected to teachmint's official application page on keka.