Inside Sales Executive

Job Title: Customer Support Team Lead

📍 Location: Bangalore

💼 Employment Type: Full-time

🕒 Shift: [Day / Rotational]

👥 Team Size: 8–15 agents (approx.)

Job Summary

We are looking for an experienced Customer Support Team Lead to manage and mentor a team of customer support executives. The ideal candidate will ensure service quality, meet SLAs, drive team performance, and act as the first level of escalation while maintaining a customer-first mindset.

Key Roles & Responsibilities

A. Team Management & Performance

• Lead, coach, and manage a team of customer support executives
• Monitor daily performance metrics including AHT, CSAT, FCR, SLA adherence
• Conduct regular 1:1s, performance reviews, and feedback sessions
• Prepare rosters and manage attendance to ensure adequate coverage

B. Operations & Service Delivery

• Ensure smooth handling of inbound/outbound calls, emails, and chats
• Act as the first point of escalation for customer issues
• Ensure adherence to processes, SOPs, and quality standards
• Identify gaps and drive process improvements

C. Quality, Training & Compliance

• Conduct call audits and quality checks
• Identify training needs and coordinate with training/QA teams
• Support onboarding and nesting of new joiners
• Ensure compliance with company policies and regulatory requirements

D. Reporting & Stakeholder Coordination

• Prepare and share daily/weekly MIS and performance reports
• Coordinate with internal teams (Operations, Product, Tech, QA) for issue resolution
• Share insights, trends, and improvement opportunities with management

Qualifications & Skills

• Graduate in any discipline (Postgraduate preferred)
• 5–8 years of experience in customer support, with 2–3 years as Team Lead
• Strong understanding of contact center metrics and SLAs
• Excellent communication, people management, and problem-solving skills
• Proficiency in MS Excel and CRM tools
• Ability to work in a fast-paced, target-driven environment

Preferred Skills

• Experience in BPO / Customer Support / Healthcare support (if applicable)
• Exposure to multi-channel support (voice, email, chat)

TensorIoT: 

• AWS Advanced Consulting Partner (for ML and GenAI solutions) 
• Pioneers in IoT and Generative AI products. 
• Committed to diversity and inclusion in our teams.  

TensorIoT is an AWS Advanced Consulting Partner. We assist companies to realize the value and efficiency of the AWS ecosystem. From building Proof of Concepts and Product Prototypes to production-ready applications, we analyze complex business problems every day and develop solutions to drive customers’ success.

The founders of TensorIoT, have previously helped build world-class IoT and AI platforms in AWS and Google. Our mission now is to help connect devices and make them intelligent. We firmly believe in the transformative power of smart devices to enhance our quality of life. 

TensorIoT is proud to be an equal opportunity employer. We are committed to diversity and inclusion and encourage people from all backgrounds to apply. We do not tolerate discrimination or harassment of any kind, and make our hiring decisions based solely on qualifications, merit, and business needs at the time.

Job Description 

At the TensorIoT India team, we look forward to bringing on board mid-level and senior Machine Learning Engineers / Data Scientists. In this section, we briefly describe the work role, the minimum and the preferred requirements to qualify for the first round of the selection process. Please note: A candidate needs to qualify at least 4 of the 7 preferred qualifications listed below, to be eligible for the task / first round of interviews. 

What are the kinds of tasks Data Scientists do at TensorIoT?

As a Data Scientist, the kinds of tasks revolve around the data that we have and the business objectives of the client. The tasks generally involve: Studying, understanding, and analyzing datasets; feature engineering, proposing and solutions, evaluating the solution scientifically, and communicating with the client. Implementing ETL pipelines with database/data lake tools. Conduct and present scientific research/experiments within the team and to the client. 

Preferred Requirements: 

• PhD in the domain of Data Science / Machine Learning 
• M.Sc | M.Tech in the domain of Computer Science / Machine Learning 
• Hands-on experience in MLOps (model deployment, maintenance). 
• Some experience working with Generative AI (LLM). 
• Some experience in creating cloud-native technologies, and microservices design. 
• Well-rounded exposure to Computer Vision, Natural Language Processing, and Time-Series Analysis. 
• Hands-on experience with Docker.

Minimum Requirements: 

• Masters + 3 years of work experience in Machine Learning Engineering OR B.Tech (Computer Science or related) + 5 years of work experience in Machine Learning Engineering 1 year of Cloud Experience. 
• Clear concepts of the following:
• - Supervised Learning, Unsupervised Learning, Reinforcement Learning
• - Statistical Modelling, Deep Learning
• - Interpretable Machine Learning
• - Linear Algebra 
• Scientific & Analytical mindset, proactive learning, adaptability to changes. 
• Strong interpersonal and language skills in English, to communicate within the team and with the clients. 

CV Tips: 

Your CV is an integral part of your application process. We would appreciate it if the CV prioritizes the following: 

• Focus: 
• More focus on technical skills relevant to the job description. 
• Less or no focus on your roles and responsibilities as a manager, team lead, etc. 
• Less or no focus on the design aspect of the document. 
• Regarding the projects you completed in your previous companies, 
• Mention the problem statement very briefly. 
• Your role and responsibilities in that project. 
• Technologies & tools used in the project. 
• Always good to mention (if relevant): 
• Scientific papers published, Master Thesis, Bachelor Thesis. 
• Github link, relevant blog articles. 
• Link to LinkedIn profile. 
• Mention skills that are relevant to the job description and you could demonstrate during the interview/tasks in the selection process.  

We appreciate your interest in the company and look forward to your application.

Key Responsibilities: 

• Rewrite existing APIs in NodeJS. 
• Remodel the APIs into Micro services-based architecture. 
• Implement a caching layer wherever possible. 
• Optimize the API for high performance and scalability. 
• Write unit tests for API Testing.
• Automate the code testing and deployment process.

Skills Required: 

• At least 2.5 years of experience developing Backends using NodeJS — should be well versed with its asynchronous nature & event loop, and know its quirks and workarounds. 
• Excellent hands-on experience using MySQL or any other SQL Database. 
• Good knowledge of MongoDB or any other NoSQL Database. 
• Good knowledge of Redis, its data types, and their use cases. 
• Experience with graph-based databases like GraphQL and Neo4j. 
• Experience developing and deploying REST APIs. 
• Good knowledge of Unit Testing and available Test Frameworks. 
• Good understanding of advanced JS libraries and frameworks. 
• Experience with Web sockets, Service Workers, and Web Push Notifications. 
• Familiar with NodeJS profiling tools. 
• Proficient understanding of code versioning tools such as Git. 
• Good knowledge of creating and maintaining DevOps infrastructure on cloud platforms. 
• Should be a fast learner and a go-getter — without any fear of trying out new things Preferences. 
• Experience building a large scale social or location-base

1. Research for incomplete information in our database from search engine.

2. Enter specific and right data into our databases.

3. Keep information confidential.

• Work experience as Python developer
• Should have experience in  developing and working on consumer facing web/app products on in Django framework
• Should have experience working with react js front end design.
• Thorough knowledge of data stores, MyScore AWS services and should have experience with EC2, ELB, AutoScaling, CloudFront, S3
• Experience in Frontend codebases using HTML, CSS and Javascript
• Good understanding of Data Structures, Algorithms and Operating Systems
• Good experience of developing and integrating APIs
• Knowledge of object-relational mapping (ORM)
• Able to integrate multiple data sources and databases into one system (mysql)
• Understanding of front-end technologies, such as JavaScript, HTML5, and CSS3
• Proficient understanding of code versioning tool (git)
• Good problem-solving skills