International Voice Support

About CybageCybage Software Pvt. Ltd. is a technology consulting is a technology consulting organization specializing in outsourced product engineering services. As a leader in technology & product engineering space, Cybage works with some of the world’s largest Independent Software Vendors (ISVs). Our solutions are focused on modern technologies and are enabled by a scientific, data-driven system called Decision Mines for Digital Excellence.Role: Team Lead – Technical SupportShift: Permanent Night ShiftExperience: 6+ years in technical/customer support (SaaS / POS / Food Tech preferred)Role Overview:The Team Lead will be responsible for managing night-shift operations for client support, acting as the first point of escalation, ensuring SLA adherence, and maintaining close coordination with onshore stakeholders. This role is critical for operational stability during US business hours.Key Responsibilities:Own end-to-end night-shift operations for client supportHandle Tier 2 escalations and critical incidents independentlyEnsure SLAs, response times, and quality benchmarks are consistently metAct as the primary bridge between offshore support and onshore client teamsProvide real-time guidance, coaching, and decision-making during live issuesReview tickets, trends, and recurring issues; drive corrective actionsPrepare shift handovers, daily summaries, and escalation reportsMentor team members and help scale team maturity over timeBe hands-on during peak hours and high-severity incidentsMust-Have Skills:Strong technical troubleshooting skills (APIs, integrations, POS systems preferred)Prior experience leading support teams in a 24x7 environmentExcellent communication skills (written & verbal)Ability to take ownership and make decisions during off-hoursExperience working directly with US-based clients/stakeholdersReady to work into continuous night shiftReady to work from Pune office

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