Customer Support Team Handling- technical support

Job Description

Job Description IT Company Position Overview We are seeking an experienced Customer Service Team Lead to manage our customer support team and drive service excellence. This role combines hands-on customer support with team leadership, process improvement, and strategic planning to ensure exceptional service delivery in our IT environment. Leadership Responsibilities • Lead and mentor a team of 5-8 Customer Service Representatives • Develop and implement training programs for new team members • Conduct regular performance evaluations and provide constructive feedback • Create and maintain team schedules to ensure adequate coverage • Set and monitor individual and team KPIs • Foster a positive team culture that promotes excellence and continuous improvement • Collaborate with other department leads to improve cross-functional processes • Manage escalated customer issues and complex support scenarios Operational Responsibilities • Monitor and optimize customer service workflows and processes • Analyze customer service metrics and prepare regular performance reports • Develop and maintain standard operating procedures • Implement and oversee quality assurance programs • Manage the customer service ticketing system and suggest improvements • Create and update knowledge base articles and support documentation • Participate in project planning for new product releases and features • Handle VIP client relationships and escalated support cases Required Qualifications • Bachelor's degree in Business, IT, or related field • 5+ years of customer service experience in IT/software industry • 2+ years of team leadership or supervisory experience • Strong technical background with understanding of IT infrastructure • Proven track record of team development and performance improvement • Experience with CRM systems and help desk software • Excellence in written and verbal communication • Strong analytical and problem-solving abilities Leadership Skills • Strong team building and coaching abilities • Excellent conflict resolution skills • Strategic thinking and planning capabilities • Change management expertise • Decision-making and problem-solving prowess • Budget management experience • Ability to influence and negotiate Career Growth Opportunities • Path to Customer Service Manager • Opportunities for cross-functional leadership roles • Executive leadership development programs • International team management possibilities Key Performance Indicators • Team performance metrics and satisfaction scores • Customer satisfaction rates • First response and resolution times • Knowledge base effectiveness • Team retention rates • Quality assurance scores • Process improvement initiatives • Budget management Company Culture We are a forward-thinking IT company that values innovation, leadership, and exceptional customer service. Our Team Leads play a crucial role in shaping our service culture and developing future leaders.