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Team Lead Support (m/f/d)

  • Pune (IND)
  • Consulting
  • Customer service, hotline
  • Fulltime
  • Published: 2025-03-13
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Want to work in a culture built on mutual trust and respect? How about having the freedom to make work fit into your life (and not the other way round)? A career with Thinkproject could be just the opportunity you're looking for.

What do we do?
Thinkproject is a European market-leader in digitalisation tools for construction companies. It sounds complex, but we'll explain further! Construction companies used to use manual administration and physical paperwork for projects (sometimes hundreds of thousands of bits of paperwork for one project!). Using our construction intelligence solutions, businesses can go digital, which benefits everyone from the construction companies to the wider public. 
Our mission is to deliver digitalisation to make a safer, healthier and more sustainable AECO (Architecture, Engineering, Construction, Operations) industry. This is a really exciting time to join our company, since our founding in 2000 we have gone from strength-to-strength and have lots of exciting developments coming up soon that you could be a part of.

What your day will look like

The Support Service Team Lead ensure our customers receive outstanding customer service and utilise Thinkproject products in the most effective way, whilst fostering the enablement and development of team members.
 
Customer Support:
Actively engage in customer support for high priority situations, ensuring timely and effective resolution and maintaining a deep understanding of Thinkproject products to provide expert-level general support.  Stakeholder management internally and with customers. Escalation management. 

Team Leadership and Mentorship:
Lead and mentor a team of support specialists by providing guidance, training, and fostering a culture of excellence, whilst supporting team members in achieving personal and team objectives through regular coaching and feedback.

Policy and Process Management:
Develop, implement, and maintain comprehensive support policies and procedures, continuously enhancing processes and tools, integrating industry best practices, and promoting knowledge sharing within the team.

Performance Monitoring and Improvement:
Monitor support staff interactions to ensure adherence to quality standards, providing constructive feedback for improvement and identifying areas for development within the team to create tailored training programmes.  Contribute to development of Key Performance Metrics in line with Industry Best Practice. 

Collaboration:
Coordinate effectively with other department Team Leads to foster seamless communication and collaboration across functions, and work closely with development teams to investigate and resolve reported system defects.

Disciplinary Leadership:
Oversee hiring and line management responsibilities, including conducting team meetings, appraisals, and one-to-one sessions, whilst addressing performance issues and resolving team challenges promptly and professionally.
 
Escalation and Resource Management:
Manage customer complaints and handle escalated cases with professionalism and empathy, ensuring resolutions align with company values, and ensure adequate resourcing to meet operational demands.
 
Strategic Planning:
Contribute to the strategic planning of the support team to ensure the organisation's objectives are met.
 

What you need to fulfill the role

Language skills:
Fluent in English language [and corresponding regional requirements]
 
Technical Expertise: 
Strong understanding of SaaS applications and their operational frameworks. Experience working with Salesforce Service Cloud 

Leadership Skills: 
Demonstrated ability to lead, mentor, and inspire a team, fostering a positive and high-performing culture.

Communication: 
Excellent verbal and written communication skills, with the ability to engage effectively with customers, team members, and cross-functional stakeholders.

Problem-Solving: 
Strong analytical and troubleshooting skills, with a proactive approach to identifying and addressing issues.

Process Orientation: 
Experience developing and optimising support processes, tools, and documentation.

Customer Focus: 
Passion for delivering exceptional customer experiences and fostering long-term customer satisfaction.

Education: 
Bachelor’s degree in a related field or equivalent work experience.

What we offer

Lunch 'n' Learn Sessions I Women's Network I LGBTQIA+ Network I Coffee Chat Roulette I Free English Lessons I Thinkproject Academy I Social Events I Volunteering Activities I Open Forum with Leadership Team (Tp Café) I Hybrid working I Unlimited learning

We are a passionate bunch here. To join Thinkproject is to shape what our company becomes. We take feedback from our staff very seriously and give them the tools they need to help us create our fantastic culture of mutual respect. We believe that investing in our staff is crucial to the success of our business.

Your contact:

Vikas Gaikwad

Please submit your application, including salary expectations and potential date of entry, by submitting the form on the next page.


Working at thinkproject.com - think career. think ahead.