Customer Support Team Lead

Team Lead - Customer Support

At Pocket FM, people don’t just listen to stories - they binge them. From “just one more episode” to “how is it morning already?”, we create addictive audio series and audiobooks that listeners across the globe can’t get enough of

We’re building a whole new audio universe, loved by millions worldwide and backed by investors like Naver, Goodwater Capital, Lightspeed, and Tanglin Venture Partners. When our stories surprise listeners, our support team makes sure the experience still ends on a high note.

About The Role:

As a Team Lead – Customer Support, you’ll lead from the front - managing people, processes, and performance while staying deeply connected to the customer voice. You’ll ensure our global listeners feel heard, supported, and respected across every interaction, no matter the channel or time zone.

What you’ll do:

● Lead and manage a team of customer support executives across rotational shifts (including night shifts), ensuring smooth coverage for a global customer base

● Act as the escalation point across email, chat, app store reviews, and social media, stepping in when situations are complex, sensitive, or high-impact

● Coach the team to read user messages like unfolding story arcs - emotional, confused, frustrated, or over-the-top dramatic - and respond with empathy, clarity, and confidence

● Manage public conversations and social media escalations gracefully, even when the comments section is on fire - protecting both user trust and brand voice

● Own daily support operations: SLAs, TATs, CSAT, quality benchmarks, queue health, and backlog management (ensure there is no backlog created to begin with)

● Ensure every interaction is logged accurately in CRM and support tools - clean data, clean ops, no loose ends

● Spot recurring issues, patterns, emerging risks before they turn into season finales, and escalate to Product, Tech, Content, Payments, or Growth teams as needed

● Translate support data and user feedback into clear, actionable insights for cross-functional teams

● Track trends, performance, and outcomes using dashboards, reports, tools, and a mix of human + artificial intelligence

● Drive continuous improvement in SOPs, workflows, and team capability - because great support needs both heart and structure

● Take end-to-end ownership of initiatives, incidents, and outcomes - heroes don’t say “not my ticket”

About You:

● You’re a strong people manager with 3-4 years of experience - you know how to coach, course-correct, motivate, and hold the line when needed

● You’ve managed 10–15 people at a time, rolled up your sleeves on workforce planning, rostering, and shift balancing, and know how to keep queues healthy when volumes spike unexpectedly

● You balance EQ and IQ - you understand data, but never forget there’s a human behind every ticket

● You’ve worked with tools like Freshworks / Zendesk / and other chat tools

● You communicate clearly, confidently, and fluently - written and verbal - without sounding robotic

● You’re organised enough to manage shifts, performance, follow-ups, and insights using tools, tech, and yes… Google Sheets

● You enjoy turning messy feedback and noisy data into patterns, priorities, and decisions

● You’re comfortable managing chat tools, ticketing systems, CRMs, email workflows, and social media platforms

● You’re based in Bangalore, can travel to the office twice a week (or more, as required), and are comfortable with rotational shifts (including nights)

● You take ownership - if something’s yours, you see it through to the final chapter

● You believe customer support is an attitude, not a department - it’s not just a job, and it’s definitely not everyone’s cup of tea

Bonus Points If:

● You’ve led teams supporting international users or high-volume consumer apps

● You enjoy building systems, not just running them

● You’re Excited to write your own story at Pocket FM