Customer Support Team Lead

Equativ

full-time

Posted on: 9/17/2025

Origin: • 🇮🇳 India

✨ AI Apply

Senior

JavaScriptSQL

About the role

Provide on-the-ground leadership coverage, especially across local time zones, ensuring continuity when regional managers are unavailable
Act as the first point of contact for escalations, urgent issues, and operational decisions
Guide CSS team members in day-to-day operations, enforcing best practices and consistent support processes
Align closely with the Support Manager on goals, performance, and continuous improvement initiatives
Contribute to onboarding and training of new CSS members, supporting knowledge transfer and team cohesion
Maintain direct CSS responsibilities (customer support, troubleshooting, problem resolution) to ensure service quality while balancing leadership duties
Report to the Senior Support Manager and collaborate with the Services team based in Chennai

Strong track record of leadership and mentoring within a technical support team
Excellent communication and conflict-management skills, with proven ability to de-escalate complex customer or team situations
Deep knowledge of Equativ’s support processes; hands-on expertise troubleshooting SaaS and AdTech solutions (SQL, APIs, HTML/JS/CSS, SDKs)
Demonstrated ability to operate across multiple time zones
Minimum 7–8 years of experience in customer support, including 2+ years in management positions
Previous experience in a Team Lead or deputy leadership role (nice to have)
Knowledge of DV360 and Equativ’s product suite (nice to have)
Flexibility to adapt to a 24/7 support coverage model (nice to have)
Experience with global team coordination across APAC, EMEA, or Americas (nice to have)