Team Lead Customer Support

You are an experienced Team Lead - Customer Support joining a dynamic team within a cloud-based messaging platform company. Your key responsibilities include managing a team of support agents, enhancing performance, coaching, and ensuring customer satisfaction. Experience with Salesforce and Zoho CRM platforms is essential for workflow management and operational efficiency. Additionally, experience in handling US clients and providing B2B support in a cloud-based or SaaS environment is required. Your responsibilities involve team leadership, performance management, coaching & development, quality monitoring, customer support operations, reporting & analysis, tool management & integration, escalation management, cross-functional collaboration, and process improvement. You will generate customer support reports, oversee day-to-day operations, conduct quality assurance monitoring, and address escalated customer issues. To thrive in this role, you should lead with impact, own the customer experience, be data-driven, master the tools, stay agile & adaptive, collaborate for success, and drive continuous improvement. The successful candidate will have 8+ years of customer support experience, including at least 2 years in a leadership role within a cloud-based or SaaS platform. A Bachelor's degree in Computer Science, Engineering, or a related technical field is mandatory. Strong technical skills with Salesforce and Zoho CRM, leadership abilities, customer-centric mindset, excellent communication skills, problem-solving skills, and familiarity with support tools are required. Experience in performance management, cloud technologies, data analytics, and messaging services is beneficial.,