Customer Support Leader

Key Responsibilities:Lead, supervise, mentor, and motivate a team of customer support representatives. Assign tasks / shifts / workloads to team members ensuring balanced distribution and SLAs are met. Monitor performance metrics (e.g. response time, resolution time, customer satisfaction, NPS, ticket backlog) and ensure targets are achieved. Conduct regular coaching sessions, side-by-side reviews, call / chat / ticket audits to maintain quality standards. Handle escalated customer issues and complex complaints that front-line agents are unable to resolve. Maintain a knowledge base / documentation of recurring issues, solutions, FAQs, best practices. Collaborate with cross‑functional teams (e.g. product, operations, quality assurance) to identify process bottlenecks and propose improvements. Oversee daily operations: schedule adherence, attendance, shift planning, break / lunch management. Prepare and present regular reports on team performance, customer feedback, quality scores, productivity. Onboard new team members: training, mentoring, performance expectations, probation monitoring. Ensure adherence to company policies, compliance standards, data security / customer privacy guidelines. Foster a positive team culture: recognize good performance, manage any disciplinary issues, support morale and engagement. Qualifications & Requirements:Bachelor’s degree in Business, Communications, Management, or a related field (or equivalent experience). Prior experience in customer service/support role (3‑5 years), with at least 1‑2 years in a supervisory / team‑lead position. Strong knowledge of customer support tools & software (CRM, ticketing systems, live chat, call center technology). Excellent communication skills (verbal & written), with ability to handle difficult customers diplomatically. Strong leadership skills: ability to coach, mentor, manage team performance, handle conflict. Good analytical skills: ability to interpret metrics / data to drive improvements. Ability to multitask in fast‑paced environment, manage time & priorities well. Problem‑solving mindset: proactive in identifying issues and implementing solutions. Customer‑oriented attitude: empathy for customer concerns and focus on delivering satisfaction. Desired / “Nice to Have” Skills:Experience in process improvement or Lean / Six Sigma or similar methodologies. Familiarity with KPI frameworks in customer service / support. Experience working in shift‑based operations (including nights / weekends). Knowledge of product domain / industry (if specialized). Good proficiency in MS Office tools (esp. Excel), dashboards / reporting tools. Key Performance Indicators (KPIs):Average Response Time Average Resolution Time Customer Satisfaction / CSAT score First Response Rate / First Contact Resolution (FCR) Ticket / Work Order Backlog SLA compliance (service level agreements) Quality Audit / Error Rates Team Attendance / Adherence to Schedule