Customer Support Team Lead

4 weeks ago

Angeles, Philippines Zappy Full time

Overview

As a Customer Support Team Lead at Zappy, you will play a crucial role in leading and developing our client’s Customer Support Team. This role is responsible for overseeing day-to-day support operations, coaching support specialists, and ensuring our clients and users receive top tier service. The ideal candidate brings hands-on experience in customer support leadership, thrives in a fast-paced environment, and knows how to balance team development with performance metrics.

Responsibilities
  • Supervise, mentor, and develop a team of customer support specialists to deliver exceptional client and user experiences
  • Oversee daily support operations including ticket management, call queues, and escalations
  • Monitor team performance, set KPIs, and ensure service levels (SLA/response times) are consistently met
  • Handle complex customer issues and serve as the point of escalation for high-priority cases
  • Collaborate with Technical Support, Operations, and Field teams to resolve cross-functional issues
  • Conduct regular coaching sessions, team huddles, and performance reviews to foster growth and accountability
  • Identify process improvements and contribute to building a scalable support infrastructure
  • Track and report on customer support trends, recurring issues, and opportunities for product/service improvement
Qualifications
  • Professional English fluency
  • Experience using Salesforce
  • Strong leadership and coaching skills with the ability to motivate and develop a team
  • Minimum 3 years of experience in customer support with at least 1 year in a supervisory or team lead role
  • Strong organizational and multitasking abilities
  • Excellent communication and interpersonal skills
  • Fast learner with adaptability in a fast paced environment
  • Bachelor\'s Degree (Nice to have)
Working Conditions

This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you are passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we invite you to apply for the Customer Support Team Lead position. Join our team and contribute to the success of our clients through outstanding service and support.

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