
Leadership Position for Customer Support
1 day ago
The Team Lead position is a key role in leading and developing our client's customer support team. This position oversees day-to-day support operations, coaches support specialists, and ensures top-tier service for clients and users.
Key Responsibilities- Supervise, mentor, and develop a team of customer support specialists to deliver exceptional experiences.
- Oversee daily support operations including ticket management, call queues, and escalations.
- Monitor team performance, set KPIs, 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, Operations, and Field teams to resolve cross-functional issues.
- Conduct 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.
- Professional English fluency.
- Experience using Salesforce.
- Strong leadership and coaching skills with the ability to motivate and develop a team.
- At least 3 years of experience in customer support with 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.
This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines.
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