Team Lead: Global Customer Support Executive

Team Lead – Global Customer Support Executive at Festo India will oversee a global first‑line case management team, driving hiring, training, performance management and continuous improvement to deliver high service quality and customer satisfaction.

• Drive end‑to‑end hiring, onboarding, and capability building including process, product, and system training, along with periodic refreshers.
• Ensure service quality through process audits, compliance checks, and continuous workflow optimization.
• Monitor customer satisfaction data and implement progressive improvements.
• Set targets and track global KPIs to ensure service performance.
• Manage team development, foster collaboration, and drive continuous improvement initiatives and knowledge sharing.

• Bachelor’s degree in Science/Engineering.
• 6–7 years experience in multinational environments, including 3–4 years in a team leadership role.
• Strong communication skills in English with experience in stakeholder management, reporting, and business insights generation.
• Proven ability in mentoring, coaching, and driving team development.
• Experience in customer service or sales process improvement, preferably involving automation initiatives.
• Working knowledge of SAP S4 HANA, SD Module, Microsoft Dynamics CRM, and proficiency in MS Office.