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Technical Support - Team Lead

BitGo
Bangalore, India
Full time
On site

Overview

Department

IT

Job type

Full time

Compensation

Salary not specified

Location

Bangalore, India

Company size

Mature [ 50+ employess ]

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BitGo seeks a Technical Support Team Lead in Bangalore to mentor the team, manage support queues, and ensure high customer experience. The role involves overseeing retail support inquiries, collaborating with other teams, and driving continuous improvement.

Requirements

  • Have graduated with Computer Science or related bachelor’s degree
  • 5+ years of work experience in a technical support setting with at least 2 years in a lead role within financial/crypto institutions preferred
  • Strong problem-solving and troubleshooting skills
  • Stellar team player and can navigate issue resolution with cross functional teams
  • Fantastic communication skills, both verbal and written
  • Good understanding of Google apps, Salesforce, JIRA, Intercom
  • Flexible and adaptable to meeting the evolving needs of fast paced organization undergoing tremendous growth
  • Technical troubleshooting experience preferred, not intimidated by command-line interfaces

    • Responsibilities

  • Lead and mentor the Technical Support team, providing guidance, feedback, and performance coaching.
  • Set clear performance expectations, provide feedback, and foster a culture of accountability.
  • Monitor support queues and SLAs, ensuring inquiries are handled within defined response times.
  • Define and implement support workflows and escalation procedures tailored to retail clients.
  • Maintain a high bar for customer experience, ensuring the team is delivering professional, empathetic, and timely support.
  • Oversee high-volume retail support inquiries, ensuring efficient resolution through chat, email, and phone.
  • Act as an escalation point for complex customer issues, collaborating with product and engineering teams when needed
  • Develop self-service and knowledge base solutions to empower retail customers and reduce support volume.
  • Ensure compliance with security policies and best practices when handling sensitive customer data.
  • Track and analyze support trends, customer pain points, and key performance metrics to drive continuous improvement.
  • Work closely with engineering and product teams to report recurring issues and suggest enhancements for the retail platform.
  • Own incident management and post-mortem reporting for major support-related events.

    • Benefits

  • Competitive salary
  • IT equipment support for work
  • Meal and commute allowance
  • Medical Insurance
  • Attractive Well-being allowance (comprised of medical, wellness and fitness aspects)
  • Snacks: on-the-house in the Bangalore office
  • Great/Talented workforce to learn and grow with
    • Company
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