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Programming.com
Job Overview
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Full job description
Team Lead / Supervisor -LiveOps (Tier-1 Support)
3+Years
Rotational Shifts
Role Summary
Lead a team of customer & driver support agents handling real-time logistics operations (chat/SMS-based). Responsible for queue management, escalations, and SLA adherence in a 24/7 environment.
Key Responsibilities
- Manage 10-15 Tier-1 agents in a real-time support environment
- Monitor live queues (chat/SMS) and ensure SLA adherence
- Handle escalations (delivery issues, driver delays, reroutes, failed deliveries)
- Coach agents on:
- Resolution quality
- Communication tone
- Decision-making
- Coordinate with internal teams via Slack
- Ensure proper case documentation in Zendesk
- Drive daily performance:
- First Contact Resolution (FCR)
- Response time
- Resolution time
Required Skills
- Strong real-time decision-making
- Ability to handle high-pressure situations
- Deep understanding of customer support workflows
- Excellent communication & coaching ability
Tools Exposure (Preferred)
- Twilio Flex (chat/SMS handling)
- Zendesk
- Google Maps
Experience
- 5-8 years in customer support / LiveOps
- 2+ years as Team Lead / Supervisor
- Experience in logistics, ride-sharing, or e-commerce preferred
What Success Looks Like
- 90 percentage+ SLA adherence
- Strong escalation handling
- Well-coached, high-performing team
Benefits:
- Food provided
- Health insurance
- Provident Fund
Work Location: In person
Job Detail
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Job ID 179576
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Download Job PDF Click here to download
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Name/Company NameProgramming.com
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Websitehttps://programming.com/
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Salary₹450,000.00 per month
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Start Date16.05.2026
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CityPlot No.5, IT Park, Sector-22, Panchkula, Haryana-134109
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How to apply?Applicants are required to create an account on Jobsrack before proceeding to the company website to complete their application. Interested candidates should also send their updated resume to hr@programming.com