
Customer Support Leadership Role
2 days ago
Job Title: Leadership Role for Customer Support Team
The role of the Customer Support Team Lead is crucial to our organization's success. We are looking for a seasoned professional to oversee our day-to-day support operations and develop our Customer Support Team.
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.
- 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).
What We Offer:
- A dynamic and supportive work environment.
- Opportunities for growth and professional development.
- A competitive salary and benefits package.
- A collaborative and innovative team culture.
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