Customer Support Team Lead (CFC)

About IGT1 Lanka

IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are 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. We’re also proud to be a sister company of IFS, Sri Lanka’s largest and most established technology company.

At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives.

With a team of over 300 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary.

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives.
 

About the client: CFC

CFC is a specialist insurance provider, pioneer in emerging risk and market leader in cyber. Our global insurance platform uses cutting-edge technology and data science to deliver smarter, faster underwriting and protect customers from today’s most critical business risks.

Headquartered in London with offices across Europe, USA and Australia, CFC has over 1000 employees and is trusted by more than 150,000 businesses in 90 countries. Learn more at cfc.com and LinkedIn.

About the role:

We are seeking a proactive and experienced Customer Support Team Lead to help guide and support a team of customer support specialists. In this role, you will be responsible for overseeing day-to-day team operations, ensuring high-quality customer interactions, supporting training and development, and assisting in resolving escalated issues. You will play a critical role in maintaining service excellence and team performance in alignment with company standards.

 Key Responsibilities:

• 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

• Previous experience in a customer service or support role, with exposure to team leadership or mentoring.
• Proven experience in customer service in a lead level is mandatory, (4 - 5 years of experience)
• Bachelor's degree preferred
• Strong interpersonal and communication skills.
• Excellent in people management and team management
• 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.
• Working on 24/7 shift hours

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.