Customer Support Experience Lead
7 hours ago
This position plays a key role in leading and developing the client's Customer Support Team. The successful candidate oversees day-to-day support operations, coaches support specialists, and ensures top-tier service for clients and users.
Key Responsibilities- Supervise and develop a team of customer support specialists to deliver exceptional experiences.
- Oversee daily support operations, including ticket management and call queues.
- Monitor team performance and ensure service levels are consistently met.
- Handle complex customer issues and serve as the point of escalation for high-priority cases.
- Collaborate with Technical Support and Operations teams to resolve cross-functional issues.
- Professional English fluency.
- Experience using Salesforce.
- Strong leadership and coaching skills 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.
This position requires occasional evening or weekend work to accommodate different time zones or meet project deadlines.
About the Ideal Candidate
We seek a candidate who is passionate about delivering exceptional customer support, has a keen interest in business process outsourcing, and thrives in a dynamic environment.
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