Team Lead, Customer Support

3 weeks ago

Philippines Dynata Full time
**Team Lead – Customer Support**We are looking for a dynamic and experienced **Team Lead – Customer Support** to guide and mentor our Customer Care Support team. This leadership role is responsible for ensuring the delivery of exceptional support experiences to our business clients, driving operational excellence, and fostering a culture of continuous improvement and customer-centricity.**Key Responsibilities:*** Lead, coach, and develop a team of Customer Support Specialists to meet and exceed performance goals.* Monitor team performance metrics and provide regular feedback, training, and support to ensure high-quality service delivery.* Act as an escalation point for complex or sensitive customer issues, ensuring timely and effective resolution.* Collaborate cross-functionally with Product, Technical Support, Enablement, and Sales teams to streamline support processes and improve customer outcomes.* Oversee ticket management workflows to ensure SLAs are met and customer satisfaction remains high.* Analyze support trends and customer feedback to identify areas for improvement in product usability and support processes.* Contribute to the creation and refinement of support documentation, knowledge base articles, and training materials.* Participate in hiring, onboarding, and performance reviews for support team members.* Champion a customer-first mindset and promote a positive, collaborative team culture.**Qualifications:*** 3–5 years of experience in customer support or technical support, with at least 1–2 years in a leadership or mentoring role.* Proven ability to manage and motivate teams in a fast-paced B2B environment.* Strong understanding of enterprise software or technical platforms.* Excellent communication, conflict resolution, and interpersonal skills.* Experience with CRM and ticketing systems (e.g., Jira, Salesforce).* Analytical mindset with the ability to interpret data and drive decisions.* Strong organizational and time management skills.
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