
Chief Client Experience Officer
3 days ago
We are seeking an experienced Customer Support Team Lead to join our team. As a key member of our support organization, you will play a crucial role in leading and developing our customer support team.
Job Responsibilities:- Lead and develop a high-performing team of customer support specialists to deliver exceptional client 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 cross-functional teams to resolve issues and improve processes.
- 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.
- 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 (desired).
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