Customer Support Supervisor

Job Description

Technical Customer Support Supervisor
Company

Jetstream Entertainment

Job Title

Technical Customer Support Supervisor

Employment Type

Full-Time

Industry

Technical Support / Customer Service / Entertainment Technology

Salary

₹8 – ₹11 LPA + Performance-Based Bonuses

Job Summary

Jetstream Entertainment is seeking an experienced and dynamic Technical Customer Support Supervisor to lead and mentor its customer support team. The ideal candidate will have extensive experience in technical support, strong leadership capabilities, and a passion for delivering exceptional customer experiences.

This role involves supervising a team that supports cable TV customers and assists with troubleshooting technical issues related to streaming devices, Android TV boxes, Smart TVs, mobile devices, and related technologies through phone and email channels.

Key Responsibilities
Team Leadership & Management
Lead, supervise, and mentor the technical customer support team.
Monitor team performance and ensure high service quality standards.
Provide coaching, feedback, and ongoing development opportunities.
Foster a positive and customer-centric team culture.
Technical Support Oversight
Support team members in diagnosing and resolving complex technical issues.
Ensure timely and effective resolution of customer concerns.
Handle escalated customer cases and critical technical issues.
Maintain high levels of customer satisfaction and service excellence.
Process Improvement
Collaborate with internal departments to improve support processes and workflows.
Identify opportunities to enhance operational efficiency and service quality.
Develop and implement best practices for customer support operations.
Technical Expertise
Provide guidance on troubleshooting:
Streaming Devices
Android TV Boxes
Smart TVs
Mobile Devices
Cable TV Services
Entertainment Technology Products
Stay updated on industry trends, emerging technologies, and product enhancements.
Reporting & Quality Assurance
Monitor support metrics and service-level performance.
Prepare reports on team productivity, customer satisfaction, and operational outcomes.
Ensure adherence to company policies, procedures, and quality standards.
Eligibility Criteria
Educational Qualification
Bachelor’s Degree in a relevant field preferred.
Experience
Minimum 5–6 years of experience in Technical Support.
Prior experience supporting customers through phone and email channels.
Experience in the entertainment technology, cable TV, streaming services, or consumer electronics industry is preferred.
Previous supervisory or team leadership experience is highly desirable.
Required Skills
Technical Skills
Technical Troubleshooting
Streaming Device Support
Android TV Box Support
Smart TV Support
Mobile Device Support
Customer Service Technologies
Incident Management
Leadership Skills
Team Management
Coaching and Mentoring
Performance Management
Conflict Resolution
Decision-Making
Communication Skills
Excellent Verbal Communication
Excellent Written Communication
Customer Relationship Management
Stakeholder Coordination
Professional Competencies
Problem-Solving and Analytical Thinking
Process Improvement
Customer-Centric Approach
Time Management
Adaptability
Preferred Candidate Profile
Strong leadership and people-management skills.
Ability to manage high-priority technical escalations.
Passion for technology and customer service excellence.
Experience working in fast-paced technical support environments.
Compensation & Benefits
Salary Package
₹8 – ₹11 Lakhs Per Annum
Additional Benefits
Performance-Based Bonuses
Ongoing Training Programs
Professional Development Opportunities
Career Growth and Leadership Advancement
Why Join Jetstream Entertainment?
Opportunity to lead a skilled technical support team.
Work with cutting-edge entertainment and streaming technologies.
Competitive compensation and rewards.
Continuous learning and career development opportunities.
Collaborative and innovative work environment.
How to Apply
Email

📧 hiring@jetstreament.com