Operations Team Lead

Key Responsibilities

• Team Leadership & Management
• Supervise, coach, and motivate a team of customer support representatives.
• Monitor team performance, set goals, and provide feedback through regular 1:1s and performance reviews.
• Manage schedules, workload distribution, and ensure adequate coverage across shifts.
• Customer Support Operations
• Oversee day-to-day customer support activities, ensuring timely resolution of inquiries, complaints, and service requests.
• Handle escalated issues and provide solutions that align with company policies while maintaining customer satisfaction.
• Ensure compliance with service standards, policies, and procedures.
• Process Improvement & Reporting
• Track KPIs such as response times, resolution rates, customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Identify recurring issues, gaps, or inefficiencies in workflows and recommend process improvements.
• Prepare reports and share insights with senior management to support data-driven decision-making.
• Collaboration & Communication
• Work closely with operations, product, and sales teams to resolve systemic issues impacting customers.
• Act as the communication bridge between customers and internal departments to enhance service delivery.
• Represent the customer support function in cross-functional projects.

Skills & Qualifications

• Proven experience in customer support, service operations, or a related field.
• Previous leadership or supervisory experience required.
• Strong problem-solving, conflict resolution, and decision-making skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze performance data and apply insights to drive improvements.
• Familiarity with customer support tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, or similar).
• Ability to work under pressure and manage multiple priorities.