Supervisor Product Support

Location:

Hyderabad, IN, 500 081

Requisition ID: 19116

Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com.

Role Overview

The Product Support Team Lead is responsible for guiding and supporting a team of Product Support Representatives to deliver a high-quality customer experience across all support channels. This role ensures operational excellence, adherence to SLAs, and continuous development of team performance within a 24/7 environment.

Responsibilities

Lead and support a team of Product Support Representatives to ensure chats and email inquiries are handled efficiently and in line with established SLAs within a 24/7 operation
Monitor and manage team performance, productivity, and quality metrics, providing regular coaching, mentoring, and feedback to drive continuous improvement
Act as the primary escalation point for complex, sensitive, or high-priority customer issues, ensuring accurate investigation and timely resolution
Oversee workload distribution, ticket routing, and response quality, reviewing and approving complex customer communications when required
Ensure consistent adherence to standard operating procedures, quality standards, and documentation requirements across all customer interactions
Track key performance indicators (KPIs) and prepare performance reports and insights for management
Collaborate with internal stakeholders to address recurring or systemic customer issues and improve service delivery
Support onboarding, training, and ongoing development initiatives for new and existing team members, including shift and coverage planning

Qualifications

Bachelor’s degree or equivalent professional experience (BTech or similar background is considered an asset)
3–5 years of experience in a customer support, contact center, or service operations environment
Previous experience in a team lead or supervisory role is preferred
Strong proficiency with MS Office tools and customer support/ticketing systems
Professional-level English communication skills, both written and verbal
Solid understanding of customer service principles, escalation management, and performance metrics

Key Skills and Competencies

Leadership, people management, and team collaboration
Clear and professional verbal and written communication
Coaching, mentoring, and performance development
Strong listening skills, empathy, and customer-focused mindset
Analytical thinking, problem-solving, and sound decision-making
Conflict resolution and effective escalation management
Strong organizational skills, time management, and attention to detail
Accountability, results-driven approach, and ownership mindset
Adaptability, flexibility, and resilience in a fast-paced environment

Success Profile

Leading Complexity
Leading People
Leading the Business
Leading Self

#LI-JB1 #LI-Hybrid

Brightstar is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. Brightstar is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.

For more information, please visit www.brightstarlottery.com.