Customer Support Team Lead

Job Description

We are seeking a proactive and experienced Customer Service Team Lead to manage and mentor a team of Customer Service Representatives. In this role, you will oversee day-to-day operations, ensure the team meets performance goals, handle escalated issues, and drive continuous improvement in customer satisfaction and service delivery. Key Responsibilities: * Supervise, coach, and support a team of customer service representatives * Monitor daily operations and ensure smooth team workflow * Schedule shifts and manage coverage to meet service level targets * Set clear performance objectives and conduct regular one-on-ones and performance reviews * Track KPIs (e.g., response time, resolution rate, CSAT scores) and ensure targets are met * Handle complex or high-priority customer issues and complaints * Ensure timely resolution of escalated tickets with empathy and efficiency * Identify trends, root causes, and opportunities for improving service processes * Prepare and present regular reports on team performance and customer feedback * Communicate updates, policy changes, and company goals to the team * Propose and implement changes to increase efficiency, quality, and customer satisfaction Requirements: * Bachelor's degree preferred (Business, Communications, or related field) * 24 years of experience in customer service, with at least 1 year in a leadership or supervisory role * Strong leadership, coaching, and conflict resolution skills * Excellent communication and interpersonal skills * Ability to multitask and prioritize in a fast-paced environment.