Team Lead - Customer Experience

Job Description

The Customer Support Team Lead is responsible for supervising a team of customer support representatives, ensuring they deliver excellent service, meet KPIs, and follow company policies and procedures. This role acts as the bridge between frontline agents and support management, facilitating team performance, coaching, and day-to-day operations. What you’ll do Oversee daily operations of the customer support team Monitor agent performance, provide feedback, and conduct regular coaching sessions. Ensure SLAs (Service Level Agreements) and KPIs (e.g. CSAT, FRT, TAT) are met. Handle escalated customer issues with professionalism and resolution-focused communication. Collaborate with other departments (Product, Engineering, QA) to address recurring issues. Drive process improvements and standardize best practices across the team. Schedule and allocate shifts, manage time-offs, and ensure optimal coverage. Prepare reports on team performance, ticket trends, and customer feedback. Onboard and train new support agents. What we’re looking for 3–5 years of customer support experience; 2–years in a leadership role preferred. Strong communication, conflict resolution, and team management skills. Familiarity with helpdesk tools (e.g. Zendesk, Freshdesk, Intercom). Analytical mindset with ability to interpret performance metrics. Empathetic, organized, and customer-focused. Show more Show less