Lead Customer Support Specialist
2 weeks ago
The Customer Support Team Lead role is a vital part of our organization, responsible for overseeing the day-to-day support operations and ensuring top-tier service to clients and users.
This position plays a crucial role in leading and developing our customer support teams, with a focus on team development and performance metrics.
Key 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
- 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
This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines.
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