📍 Job Overview

Job Title: Customer Support Team Lead (IGT1 Lanka: CFC)
Company: IGT1 Lanka
Location: Colombo, Western, Sri Lanka
Job Type: Full-time, Hybrid
Category: Customer Support & Service
Date Posted: July 18, 2025
Experience Level: 5-10 years

🚀 Role Summary

Lead and support a team of customer service representatives in their daily tasks.
Act as the first point of contact for escalated customer issues and provide timely resolution.
Assist in implementing customer service processes and ensuring team adherence to policies.
Conduct regular quality checks of customer interactions and provide feedback for improvement.
Mentor team members through coaching, on-the-job training, and performance support.
Monitor and report on team performance metrics and KPIs.
Identify trends in customer feedback and suggest service improvements to management.
Collaborate with internal teams to resolve complex customer issues and streamline workflows.
Contribute to documentation and updates of best practices and training materials.

📝 Enhancement Note: This role requires a balance of strong leadership, exceptional communication skills, and a customer-centric mindset. The ideal candidate will have a proven track record in customer service leadership and a passion for driving team performance and customer satisfaction.

💻 Primary Responsibilities

Team Leadership: Guide and support a team of customer service representatives, fostering a customer-centric culture and driving high-quality interactions.
Issue Resolution: Act as the first point of contact for escalated customer issues, demonstrating strong problem-solving skills and a commitment to timely resolution.
Process Implementation: Assist in implementing and maintaining customer service processes, ensuring team adherence to policies and procedures.
Quality Assurance: Conduct regular quality checks of customer interactions, providing constructive feedback and coaching to team members.
Performance Monitoring: Monitor and report on team performance metrics and KPIs, identifying trends and areas for improvement.
Feedback Analysis: Analyze customer feedback trends to identify service improvement opportunities and communicate them to management.
Collaboration: Work closely with internal teams to resolve complex customer issues, streamline workflows, and enhance overall customer experience.
Documentation: Contribute to the creation and maintenance of best practices, training materials, and process documentation.

📝 Enhancement Note: The primary responsibilities of this role require a strong focus on customer satisfaction, team performance, and continuous improvement. The ideal candidate will be proactive, detail-oriented, and committed to driving excellence in customer support.

🎓 Skills & Qualifications

Education: A Bachelor's degree is preferred but not required. Relevant work experience is considered equivalent.

Experience: A minimum of 4-5 years of experience in customer service, with a focus on team leadership or mentoring, is mandatory.

Required Skills:

Proven experience in customer service leadership.
Strong interpersonal and communication skills.
Excellent people management and team management skills.
Ability to prioritize, multitask, and handle challenging situations calmly and professionally.
A collaborative mindset with a focus on continuous improvement.
Detail-oriented with a customer-first attitude.
Experience working in a 24/7 shift environment.

Preferred Skills:

Previous experience in a similar role within the technology or software industry.
Familiarity with customer service software and tools.
Knowledge of customer service metrics and KPIs.
Experience in process improvement and workflow optimization.
Ability to speak multiple languages fluently.

📝 Enhancement Note: The required and preferred skills for this role emphasize the importance of strong leadership, communication, and customer service skills. Candidates with relevant experience in a similar role and a proven track record of driving team performance and customer satisfaction are strongly encouraged to apply.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Service Case Studies: Prepare case studies demonstrating your ability to resolve complex customer issues, manage challenging situations, and drive customer satisfaction.
Team Leadership Examples: Highlight your experience in leading and supporting customer service teams, including any initiatives you've led to improve team performance or customer experience.
Performance Metrics: Include examples of your ability to monitor and analyze team performance metrics, identify trends, and drive continuous improvement.

Technical Documentation:

Process Documentation: Provide examples of process documentation or best practice guides you've created or maintained to ensure consistency and quality in customer service delivery.
Training Materials: Include any training materials or resources you've developed to support the professional growth of your team members.
Feedback Analysis Reports: Prepare reports demonstrating your ability to analyze customer feedback trends and identify opportunities for service improvement.

📝 Enhancement Note: While this role does not require a traditional web portfolio, candidates are encouraged to prepare a portfolio that showcases their customer service leadership skills, problem-solving abilities, and commitment to driving customer satisfaction and team performance.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. However, based on industry standards for customer service leadership roles in Colombo, Sri Lanka, the estimated salary range is LKR 150,000 - 250,000 per month, depending on experience and qualifications.

Benefits:

Flexible Work Arrangement: Embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences.
Community Engagement: Foster a sense of community, driving innovation, strengthening connections, and nurturing belonging by engaging with colleagues to share ideas and build meaningful relationships.

Working Hours: The working hours for this role are 40 hours per week, with the possibility of working on a 24/7 shift schedule to support customer service needs.

📝 Enhancement Note: The salary range and benefits for this role are estimated based on industry standards for customer service leadership roles in Colombo, Sri Lanka. Candidates are encouraged to research local salary standards and cost of living to ensure the compensation package meets their expectations.

🎯 Team & Company Context

Company Culture:

Industry: Technology and Talent Solutions
Company Size: Rapidly growing offshore technology and talent solutions company with over 300 professionals.
Founded: IGT1 Lanka is a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world's leading private equity firms; EQT Group, Hg, and TA Associates.

Team Structure:

Team Size: The customer support team consists of multiple customer service representatives, with the successful candidate acting as the team lead.
Reporting Structure: The Customer Support Team Lead reports directly to the Customer Support Manager and works closely with internal teams to resolve complex customer issues and streamline workflows.
Cross-Functional Collaboration: The customer support team works closely with various internal teams, including sales, marketing, and product development, to ensure a seamless and positive customer experience.

Development Methodology:

Customer Service Processes: IGT1 Lanka follows established customer service processes to ensure high-quality interactions and customer satisfaction.
Quality Assurance: Regular quality checks and performance monitoring are conducted to maintain service excellence and drive continuous improvement.
Collaboration Tools: IGT1 Lanka utilizes collaboration tools and software to streamline workflows, enhance communication, and support team performance.

Company Website: IGT1 Lanka Website

📝 Enhancement Note: The company culture, team structure, and development methodology at IGT1 Lanka emphasize a customer-centric approach, team collaboration, and continuous improvement. Candidates should be prepared to demonstrate their ability to thrive in this dynamic and fast-paced environment.

📈 Career & Growth Analysis

Customer Service Leadership Career Level: This role is a mid-level customer service leadership position, requiring a balance of strong leadership, exceptional communication skills, and a customer-centric mindset. The ideal candidate will have a proven track record in customer service leadership and a passion for driving team performance and customer satisfaction.

Reporting Structure: The Customer Support Team Lead reports directly to the Customer Support Manager and works closely with internal teams to resolve complex customer issues and streamline workflows.

Technical Impact: The Customer Support Team Lead plays a critical role in maintaining service excellence and team performance, ensuring high-quality customer interactions and driving customer satisfaction. Their work directly impacts the overall customer experience and contributes to the success of the company's offshore technology and talent solutions.

Growth Opportunities:

Team Expansion: As the company continues to grow, there may be opportunities for the successful candidate to expand their team or take on additional responsibilities.
Career Progression: With a strong performance track record, the Customer Support Team Lead may have the opportunity to progress into a management or leadership role within the company.
Skill Development: Candidates are encouraged to pursue continuous learning and skill development opportunities, such as training courses, workshops, or certifications, to enhance their customer service leadership skills and advance their career.

📝 Enhancement Note: The career and growth opportunities for this role are tied to the company's success and expansion. Candidates should be prepared to demonstrate their ability to drive team performance, customer satisfaction, and contribute to the company's overall growth and success.

🌐 Work Environment

Office Type: IGT1 Lanka operates in a hybrid work environment, embracing flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences.

Office Location(s): The company's headquarters are located in Port City Colombo, with the possibility of working remotely or on-site, depending on the team's needs and the candidate's preferences.

Workspace Context:

Collaborative Workspace: The hybrid work environment at IGT1 Lanka fosters collaboration and teamwork, with dedicated spaces for team meetings, brainstorming sessions, and social events.
Technology and Tools: The company provides access to the latest technology and tools to support team performance, customer service delivery, and collaboration.
Flexible Work Arrangement: IGT1 Lanka offers flexible work arrangements, allowing employees to balance their personal and professional lives while maintaining a strong commitment to customer service and team performance.

Work Schedule: The working hours for this role are 40 hours per week, with the possibility of working on a 24/7 shift schedule to support customer service needs.

📝 Enhancement Note: The work environment at IGT1 Lanka is designed to support a healthy work-life balance, foster collaboration, and drive team performance. Candidates should be prepared to demonstrate their ability to thrive in this dynamic and flexible work environment.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills, customer service experience, and cultural fit.
Case Study Presentation: Candidates will be asked to present a case study demonstrating their ability to resolve a complex customer issue, manage challenging situations, and drive customer satisfaction.
Behavioral Interview: A structured interview focused on assessing the candidate's leadership, communication, and problem-solving skills, as well as their ability to work collaboratively in a team environment.
Final Interview: A final interview with the hiring manager to discuss the candidate's fit for the role, career aspirations, and any remaining questions or concerns.

Portfolio Review Tips:

Case Study Preparation: Prepare a detailed case study demonstrating your ability to resolve a complex customer issue, manage challenging situations, and drive customer satisfaction. Include specific examples of your problem-solving skills, communication effectiveness, and leadership abilities.
Performance Metrics Analysis: Include examples of your ability to monitor and analyze team performance metrics, identify trends, and drive continuous improvement. Be prepared to discuss your approach to performance monitoring and your ability to use data-driven insights to inform decision-making.
Feedback Analysis: Prepare a report demonstrating your ability to analyze customer feedback trends and identify opportunities for service improvement. Be prepared to discuss your approach to feedback analysis and your ability to use customer insights to drive service enhancement.

Technical Challenge Preparation:

Customer Service Scenario: Prepare for a customer service scenario, demonstrating your ability to handle challenging situations, resolve customer issues, and drive customer satisfaction. Be prepared to discuss your approach to customer service, your ability to manage difficult customers, and your commitment to maintaining a customer-centric mindset.
Team Leadership: Prepare for questions related to team leadership, including your approach to mentoring, coaching, and performance support. Be prepared to discuss your ability to drive team performance, foster a customer-centric culture, and contribute to the overall success of the company.

ATS Keywords: Customer Service, Customer Support, Team Leadership, Mentoring, Coaching, Performance Monitoring, Quality Assurance, Process Improvement, Customer Experience, Customer Satisfaction, Customer Service Metrics, KPIs, Customer Service Software, Collaboration Tools, Customer Service Processes, Customer Service Training, Customer Service Best Practices.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's customer service leadership skills, problem-solving abilities, and commitment to driving customer satisfaction and team performance. Candidates should be prepared to demonstrate their ability to thrive in a dynamic and fast-paced environment, as well as their commitment to continuous learning and skill development.

🛠 Technology Stack & Web Infrastructure

Customer Service Software: IGT1 Lanka utilizes customer service software to streamline workflows, enhance communication, and support team performance. Candidates should be familiar with customer service software and tools, as well as any relevant industry-specific software or platforms.

Collaboration Tools: The company utilizes collaboration tools and software to support team performance, customer service delivery, and communication. Candidates should be comfortable using collaboration tools and software, as well as any relevant industry-specific tools or platforms.

Customer Service Metrics: IGT1 Lanka tracks and analyzes customer service metrics and KPIs to ensure high-quality interactions and customer satisfaction. Candidates should be familiar with customer service metrics and KPIs, as well as any relevant industry-specific metrics or KPIs.

📝 Enhancement Note: The technology stack and web infrastructure for this role are focused on customer service software, collaboration tools, and customer service metrics. Candidates should be prepared to demonstrate their familiarity with relevant software, tools, and metrics, as well as their ability to use technology to drive customer satisfaction and team performance.

👥 Team Culture & Values

Customer Service Values:

Customer-Centric: IGT1 Lanka is committed to providing exceptional customer service and ensuring customer satisfaction in all interactions.
Continuous Improvement: The company is dedicated to driving continuous improvement in customer service delivery, team performance, and overall customer experience.
Collaboration: IGT1 Lanka fosters a collaborative work environment, encouraging teamwork, communication, and cross-functional collaboration to drive customer satisfaction and team performance.
Accountability: The company holds its team members accountable for maintaining high-quality customer interactions, driving customer satisfaction, and contributing to the overall success of the company.

Collaboration Style:

Cross-Functional Collaboration: The customer support team works closely with various internal teams, including sales, marketing, and product development, to ensure a seamless and positive customer experience.
Teamwork: IGT1 Lanka fosters a teamwork-focused culture, encouraging collaboration, communication, and mutual support among team members.
Knowledge Sharing: The company encourages knowledge sharing and continuous learning, providing opportunities for team members to develop their skills and advance their careers.

📝 Enhancement Note: The customer service values and collaboration style at IGT1 Lanka emphasize a customer-centric approach, team collaboration, and continuous improvement. Candidates should be prepared to demonstrate their ability to thrive in this dynamic and fast-paced environment, as well as their commitment to driving customer satisfaction and team performance.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Service Complexity: The role may involve handling complex customer issues, requiring strong problem-solving skills, exceptional communication, and a customer-centric mindset.
Team Management: The Customer Support Team Lead must be able to manage and support a team of customer service representatives, fostering a customer-centric culture and driving high-quality interactions.
Performance Monitoring: The role requires the ability to monitor and analyze team performance metrics, identify trends, and drive continuous improvement in customer service delivery.
Feedback Analysis: The Customer Support Team Lead must be able to analyze customer feedback trends and identify opportunities for service improvement, contributing to the overall success of the company.

Learning & Development Opportunities:

Customer Service Training: IGT1 Lanka provides opportunities for customer service training and development, allowing team members to enhance their skills and advance their careers.
Industry Conferences and Events: The company encourages team members to attend industry conferences and events, providing opportunities for networking, knowledge sharing, and continuous learning.
Mentorship and Coaching: IGT1 Lanka offers mentorship and coaching opportunities, allowing team members to develop their skills, advance their careers, and contribute to the overall success of the company.

📝 Enhancement Note: The technical challenges and learning & development opportunities for this role are tied to the company's success and expansion. Candidates should be prepared to demonstrate their ability to drive team performance, customer satisfaction, and contribute to the company's overall growth and success.

💡 Interview Preparation

Technical Questions:

Customer Service Scenario: Prepare for a customer service scenario, demonstrating your ability to handle challenging situations, resolve customer issues, and drive customer satisfaction. Be prepared to discuss your approach to customer service, your ability to manage difficult customers, and your commitment to maintaining a customer-centric mindset.
Team Leadership: Prepare for questions related to team leadership, including your approach to mentoring, coaching, and performance support. Be prepared to discuss your ability to drive team performance, foster a customer-centric culture, and contribute to the overall success of the company.
Performance Metrics Analysis: Prepare for questions related to performance metrics analysis, demonstrating your ability to monitor and analyze team performance metrics, identify trends, and drive continuous improvement. Be prepared to discuss your approach to performance monitoring and your ability to use data-driven insights to inform decision-making.
Feedback Analysis: Prepare for questions related to feedback analysis, demonstrating your ability to analyze customer feedback trends and identify opportunities for service improvement. Be prepared to discuss your approach to feedback analysis and your ability to use customer insights to drive service enhancement.

Company & Culture Questions:

Customer Service Culture: Prepare for questions related to customer service culture, demonstrating your understanding of IGT1 Lanka's commitment to exceptional customer service and customer satisfaction. Be prepared to discuss your approach to customer service and your ability to drive customer satisfaction and team performance.
Team Collaboration: Prepare for questions related to team collaboration, demonstrating your ability to work effectively with various internal teams, including sales, marketing, and product development. Be prepared to discuss your approach to cross-functional collaboration and your commitment to driving customer satisfaction and team performance.
Customer Service Metrics: Prepare for questions related to customer service metrics, demonstrating your familiarity with relevant metrics and KPIs, as well as your ability to use data-driven insights to inform decision-making and drive continuous improvement in customer service delivery.

Portfolio Presentation Strategy:

Case Study Presentation: Prepare a detailed case study demonstrating your ability to resolve a complex customer issue, manage challenging situations, and drive customer satisfaction. Include specific examples of your problem-solving skills, communication effectiveness, and leadership abilities.
Performance Metrics Analysis: Prepare a report demonstrating your ability to monitor and analyze team performance metrics, identify trends, and drive continuous improvement. Be prepared to discuss your approach to performance monitoring and your ability to use data-driven insights to inform decision-making.
Feedback Analysis: Prepare a report demonstrating your ability to analyze customer feedback trends and identify opportunities for service improvement. Be prepared to discuss your approach to feedback analysis and your ability to use customer insights to drive service enhancement.

📝 Enhancement Note: The interview preparation for this role is designed to assess the candidate's customer service leadership skills, problem-solving abilities, and commitment to driving customer satisfaction and team performance. Candidates should be prepared to demonstrate their ability to thrive in a dynamic and fast-paced environment, as well as their commitment to continuous learning and skill development.

📌 Application Steps

To apply for this Customer Support Team Lead position at IGT1 Lanka:

Submit Your Application: Visit the IGT1 Lanka careers page and submit your application through the application link provided in the job listing.
Prepare Your Portfolio: Prepare a detailed case study demonstrating your ability to resolve a complex customer issue, manage challenging situations, and drive customer satisfaction. Include specific examples of your problem-solving skills, communication effectiveness, and leadership abilities.
Optimize Your Resume: Tailor your resume to highlight your customer service leadership skills, problem-solving abilities, and commitment to driving customer satisfaction and team performance. Include relevant keywords and industry-specific experience to optimize your resume for web technology roles.
Research the Company: Familiarize yourself with IGT1 Lanka's customer service values, collaboration style, and commitment to driving customer satisfaction and team performance. Be prepared to discuss your fit for the role and your ability to contribute to the company's overall success.
Prepare for Technical Interviews: Review the interview process and technical interview preparation tips outlined in this enhanced job description. Be prepared to demonstrate your ability to thrive in a dynamic and fast-paced environment, as well as your commitment to continuous learning and skill development.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer service industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Service-Specific Focus:

Tailor every section specifically to customer service and support roles, emphasizing leadership, communication, and problem-solving skills.
Include customer service methodologies, customer service metrics, and customer service software in relevant sections.
Address customer service team dynamics, cross-functional collaboration with sales, marketing, and product development teams.
Focus on customer service career progression, emerging customer service trends, and technical specialization in customer service leadership.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer service processes, team management, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer service and support-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer service leadership role requirements.

Industry Expertise:

Include specific customer service software, collaboration tools, and customer service metrics relevant to the role.
Address customer service career progression paths and technical leadership opportunities in customer service teams.
Provide tactical advice for customer service portfolio development, live demonstrations, and project case studies.
Include customer service-specific interview preparation and coding challenge guidance.
Emphasize customer service values, customer-centric approach, and customer satisfaction principles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer service industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer service leadership roles.
Provide actionable insights that give customer service and support candidates a competitive advantage.
Focus on customer service team culture, cross-functional collaboration, and customer impact measurement.

Customer Service Focus & Portfolio Emphasis:

Emphasize customer service best practices, customer service metrics, and customer service software in relevant sections.
Include specific portfolio requirements tailored to the customer service discipline and role level.
Address customer service scenario preparation, customer service metrics analysis, and customer feedback analysis in portfolio requirements.
Focus on problem-solving methods, customer service scenario resolution, and customer service software demonstration in technical challenges.

Avoid:

Generic business jargon not relevant to customer service or support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer service terminology unless relevant to the specific customer service leadership role.
Marketing language unrelated to customer service or support.

Generate comprehensive, customer service-focused content that serves as a valuable resource for customer service and support professionals seeking their next opportunity and preparing for technical interviews in the customer service industry.

Customer Support Team Lead (IGT1 Lanka: CFC)