Technical Support Lead - Ecommerce

Wzatco Projectors is seeking an experienced Team Lead – Technical Support to manage and mentor our customer support team for e-commerce operations. This role combines strong technical knowledge of consumer electronics with leadership, process improvement, and customer experience ownership.

Key Responsibilities

• Team Leadership Lead, mentor, and manage a team of technical support executives
• Assign daily tasks, monitor workloads, and ensure SLAs are met
• Conduct training, performance reviews, and regular feedback sessions
• Act as an escalation point for complex technical or customer issues

Technical & Product Support

• Provide advanced technical support for Wzatco projectors and accessories
• Troubleshoot issues related to hardware, firmware, connectivity, apps, and setup
• Coordinate with engineering and product teams to resolve recurring issues
• Maintain and update technical documentation, FAQs, and troubleshooting guides

E-commerce & Customer Experience

• Handle escalations from marketplaces (Amazon, Flipkart, website, etc.)
• Ensure high customer satisfaction scores and low return rates
• Analyze support tickets, returns, and feedback to identify trends
• Improve post-sales support processes to enhance customer trust

Reporting & Process Improvement

• Track KPIs such as response time, resolution time, CSAT, and return reasons
• Prepare weekly/monthly performance reports for management
• Implement SOPs and best practices to improve efficiency
• Support product launches with readiness plans and training

Required Skills & Qualifications

• Strong knowledge of consumer electronics, especially projectors or AV devices
• Hands-on experience with e-commerce customer support operations
• Proven leadership and team-handling skills
• Excellent problem-solving and analytical abilities
• Strong communication skills (written and verbal)
• Comfortable working with CRM/ticketing tools

Preferred Qualifications

• Experience supporting products sold on major marketplaces
• Understanding of firmware/software troubleshooting
• Background in electronics, IT, or engineering