Customer Support Team Leader

Job Summary

The Customer Support Team Leader is responsible for coaching and developing a

high-performing team of customer support representatives while serving as a key

partner to our clients. This role combines hands-on team leadership with

strategic analysis, focusing on improving key performance indicators, enhancing

the customer experience, and driving long-term client success through

data-backed insights and proactive solutions.

Key Responsibilities:

Team Leadership & Performance Management

1. Coach, mentor, and develop members of the Customer Support team, fostering a culture of continuous improvement and accountability.

2. Prioritize, plan, and assign tasks to the team, ensuring the timely and successful delivery of solutions in line with business Service Level Agreements (SLAs).

3. Monitor and report on individual and team Key Performance Indicators (KPIs) to drive performance and efficiency.

4. Read and analyze agent transcripts to identify quality gaps and provide targeted, effective feedback to both top and bottom performers.

Client Success & Strategic Analysis

1. Partner with clients across different industries to ensure long-term success, leading to growth and new opportunities.

2. Communicate clearly the progress of monthly and quarterly initiatives to both internal andexternal stakeholders.

3. Prepare and relay regular reports on account status, performance trends, and key insights to clients and internal stakeholders.

4. Review client websites and transcripts to gain a deep understanding of customer needs and behaviors.

5. Analyze what parts of a client's website have the most and least conversions, and profile customer types to inform strategy.

6. Adjust proactive messaging and chat flows based on performance data to improve chat volume and success rates.

Process & Quality Improvement

1. Develop and implement new scripts and chat flows based on successful and unsuccessful client interactions.

2. Provide feedback and collaborate with Training and Operations teams to create proactive solutions that enhance the customer experience.

3. Set up and establish new client accounts, including creating and customizing initial scripts and account settings.

4. Collaborate with internal stakeholders to ensure desired outcomes are achieved or exceeded within set timelines.

Qualifications & Experience

1. Minimum 2+ years of proven work experience in a team leader or manager role within a customer service or support environment.

2. Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of an organization, including with executives and business owners.

3. Solid experience with CRM software and proficient in MS Office, with strong MS Excel skills.

4. Proven ability to manage multiple projects simultaneously with strict attention to detail.

5. Demonstrated experience and results in leading customer satisfaction or customer experience projects.

6. Strong analytical skills with a proven ability to run and analyze reports; a data analytics background is a significant advantage.

7. Exceptional written and verbal communication skills, with a proven ability to resolve conflicts, negotiate mutually beneficial outcomes, and effectively articulate complex information with clients across all professional channels,

including phone, virtual meetings, and written correspondence.

8. Experience in running client-success campaigns through quality and training initiatives.

9. A BA/BS degree in Business Administration or a relevant field is preferred.

Job Type: Full-time

Benefits:

• Company Christmas gift
• Health insurance
• Work from home

Experience:

• Team leader or manager role within a customer service: 2 years (Required)

Work Location: Remote