Support Team Lead

Coordinate a global operations team across the US and India, ensuring operational excellence through workload management, performance monitoring, and resource onboarding. This role focuses on overseeing daily operations, tracking key metrics, and maintaining staffing coverage across time zones, while partnering with a service delivery lead.

• Manage and coordinate global operations team across US and India
• Ensure equitable assignment and distribution of tickets and tasks
• Monitor workload balancing and meet service-level agreements
• Establish, monitor, and report on key operational metrics
• Develop and maintain operational documentation, knowledge articles, and SOPs
• Lead onboarding activities for new team members and coordinate cross-training