Team Lead - Customer Support

The Core Responsibilities For The Job Include The Following

Team Leadership and Development:

• Lead, mentor, and coach a team of customer support executives to achieve individual and team goals.
• Conduct regular performance reviews, provide constructive feedback, and identify training and development needs.
• Foster a positive and collaborative team environment that encourages growth and high performance.
• Manage team schedules and escalations to ensure optimal coverage and responsiveness.
  

Customer Satisfaction And Resolution

• Serve as the primary point of contact for escalated customer issues, providing timely and effective resolutions.
• Monitor and analyze customer interactions to ensure quality and adherence to company standards.
• Proactively identify trends in customer issues and collaborate with relevant teams to implement permanent solutions.
• Develop and implement strategies to improve overall customer satisfaction and NPS scores.
  

Process Improvement And Strategy

• Analyze support metrics and KPIs to identify areas for improvement in processes and workflows.
• Develop and refine customer support best practices, policies, and procedures.
• Collaborate with the Product and Engineering teams to provide customer feedback and insights for product enhancement.
• Prepare and present regular reports on team performance and customer support trends to management.
  

Requirements

• A bachelor's degree in any field.
• A total of 4+ years of experience in a customer support role, preferably within a SaaS or technology company.
• A minimum of 2 years of proven experience in a team lead or supervisory capacity, managing a team of customer support representatives.
• Excellent understanding of customer support principles and practices.
• Strong leadership, mentoring, and team-building skills.
• Exceptional communication (both verbal and written), interpersonal, and problem-solving abilities.
• Proficiency in using CRM software and customer support tools.
• A data-driven approach to decision-making and performance management.
• Ability to thrive in a fast-paced and dynamic work environment.
• A passion for delivering outstanding customer experiences.