Team Lead - Customer Support

Description:

Experience: 5+ Years in a Customer Support Role, 1+ Years in a Leadership/Supervisory Capacity

Reporting To: Customer Support Manager or Operations Manager

Key Responsibilities

Team Leadership & Coaching

- Supervision: Oversee the daily workflow, schedules, and activities of the Customer Support Specialists to ensure optimal coverage and productivity.

- Performance Management: Monitor individual and team performance against key metrics (e., CSAT, FCR, Response Time, Resolution Time) and provide regular feedback and coaching to drive improvement.

- Training & Onboarding: Assist the Manager in the onboarding and training of new hires and conduct refresher training on products, policies, and service standards for existing team members.

- Motivation & Culture: Foster a positive, engaging, and collaborative team environment that promotes high morale and accountability.

Escalation & Issue Resolution

- Handle Escalations: Serve as the primary point of escalation for high-priority, complex, or sensitive customer issues that require specialized knowledge or managerial approval.

- Quality Assurance: Conduct regular quality assurance (QA) reviews of support interactions (calls, emails, chats) to ensure adherence to quality standards and brand voice.

- Troubleshooting: Be the subject matter expert (SME) on products, services, and internal tools to efficiently guide the team in troubleshooting complex problems.

Process Improvement & Reporting

- Process Optimization: Identify trends in customer feedback and support data to recommend and implement process improvements that enhance efficiency and the overall customer experience.

- Reporting: Prepare and analyze daily, weekly, and monthly reports on team performance, workload trends, and common customer issues for management review.

- Documentation: Ensure all support documentation, knowledge base articles, and internal processes are accurate and up-to-date.

Required Qualifications

- Experience: Minimum of 3 years experience in a fast-paced Customer Support or Service environment, with at least 1 year in a Team Lead, Supervisory, or Senior/Lead Agent role.

- Communication: Excellent verbal and written communication skills with the ability to articulate complex technical or procedural information clearly and empathetically.

- Problem-Solving: Proven ability to analyze complex situations, make quick decisions, and de-escalate difficult customer interactions effectively.

- Technical Proficiency: Advanced knowledge of CRM software (Zendesk, Salesforce Service Cloud, Intercom, etc.) and proficiency in MS Office/Google Workspace.

- Metrics Driven: Strong analytical skills with the ability to understand and drive performance using key support metrics (KPIs).

Preferred Qualifications

- Experience 5-8 years

- Familiarity with Quality Assurance (QA) methodologies for support teams.

- Working knowledge of process improvement methodologies (e., Six Sigma, Lean).

- Experience with a modern communication platform (e., Slack, Microsoft Teams) for internal coordination