Team Lead, Certificate Support

We are looking for a Team Lead, Certificate Support to join our growing global team at Sectigo. 

The Team Lead, Certificate Support over our Chat Process is responsible for managing and supporting the chat support team, ensuring high-quality customer interactions, SLA adherence, and process compliance. The role involves handling escalations, mentoring team members, monitoring performance, and ensuring seamless customer experience.

This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam. 

Here are the core functions, responsibilities, and expectations for this role: 

• Monitor queues, workloads, and agent performance to maintain service stability.
• Lead and supervise the chat support team handling SSL certificate-related queries.
• Identify and proactively address operational risks, backlogs, and quality gaps.
• Provide floor support, guidance, and real-time assistance to team members.
• Coach associates on process adherence, quality standards, and best practices.
• Support onboarding, training, and knowledge refresh sessions for the team.
• Ensure adherence to SOPs, policies, and compliance requirements.
• Perform basic quality checks and highlight trends, gaps, and improvement areas.
• Support audit readiness and documentation requirements.
• Coordinate with internal teams (Support, Validation, Tech, QA) for issue resolution.
• Escalate critical risks and service issues to the Manager in a timely manner.
• Act as the first level of escalation for operational and customer-impacting issues.
• Prepare daily/weekly operational reports on productivity, SLA, and quality metrics.
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.