Partner Support - Senior Team Lead

Responsibilities:

• Oversee day-to-day operations and leadership of assigned Partner Support teams, ensuring achievement of all support service level metrics across phone, email, and chat channels.
• Manage and develop team and individual KPIs, monitor overall program performance, and provide regular reports to upper management.
• Provide people management for one or more programs, including workforce planning, role assignment, and oversight of delivery across programs.
• Lead identification and implementation of process improvements to enhance efficiency and client satisfaction.
• Serve as a point of escalation for complex partner cases; resolve issues quickly and professionally, partnering with internal departments as needed.
• Deliver on-site and remote coaching, feedback, and training to team members; develop training resources aligned with evolving program needs.
• Oversee completion, accuracy, and delivery of program and team data within Salesforce, Zendesk, and other relevant platforms; coordinate administration and reporting as required.
• Support ongoing development and career growth of team members through mentorship, performance improvement plans, and structured feedback.
• Engage in cross-functional collaboration with corporate stakeholders to support program launches, updates, and communication of product/policy changes.
• Respond to incoming client inquiries (calls, chats, emails) and support front-line activities as volume and business needs dictate.
• Maintain and improve quality assurance practices, review interactions, and drive a culture of continuous improvement in service delivery.
• Contribute to and help implement strategic leadership initiatives and proactive business opportunities.

Requirements

• Bachelors degree required.
• Minimum of 5 years experience leading customer support teams, with at least 2 years in a people management or program management role; 6+ years total support experience preferred.
• Demonstrated expertise with KPIs, metrics, workforce planning, escalation management, and training.
• Advanced proficiency with customer service platforms, including Salesforce and Zendesk.
• Strong organizational skills; detail and client service-oriented.
• Superior English verbal and written communication abilities.
• Proven ability to work effectively in a fast-paced, 24/7 environment, including scheduled weekends or business-dependent shifts.
• Experience designing and delivering training, development, and performance improvement initiatives.
• Skilled in cross-functional collaboration and driving business goals.

Preferred Experience

• Experience with workforce management tools and approaches.
• Previous experience supporting SaaS products or franchisee/dealer clientele.
• Record of leading quality assurance and coaching initiatives in a customer support environment.