Customer Support Lead

Overview:

We are looking for an experienced Non-Voice Team Leader to manage and guide our team of customer support representatives. The ideal candidate will have strong leadership skills, a track record of excellent performance in non-voice support channels, and the ability to drive team productivity and customer satisfaction.

Key Responsibilities:

• Lead, motivate, and manage a team of Non-Voice Customer Support Representatives to achieve performance goals and high levels of customer satisfaction.
• Oversee daily operations to ensure the team meets or exceeds key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
• Provide coaching, training, and support to team members to enhance their skills and performance.
• Monitor and review team performance metrics, identify areas for improvement, and implement action plans to address issues.
• Handle escalated customer queries and complex issues that require a higher level of expertise.
• Develop and implement processes and procedures to improve team efficiency and effectiveness.
• Prepare and deliver regular reports on team performance, customer feedback, and operational issues to senior management.
• Facilitate team meetings and ensure effective communication of company policies, updates, and initiatives.
• Collaborate with other departments to resolve cross-functional issues and enhance overall customer experience.
• Stay updated on industry trends, tools, and technologies to ensure the team remains current and competitive.

Qualifications:

• Proven experience as a Team Leader or Supervisor in a non-voice customer support environment.
• Strong leadership and team management skills with the ability to motivate and guide a diverse team.
• Excellent written and verbal communication skills.
• Solid understanding of CRM systems, support tools, and best practices in non-voice support.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in data analysis and performance metrics.
• Flexibility to adapt to changing priorities and business needs.

Preferred Skills:

• Experience with performance management and training programs.
• Knowledge of [specific industry or product knowledge relevant to the role].
• Familiarity with advanced customer support tools and technologies.