CSR Team Leader

The CSR Team Leader serves as both an operational leader and Subject Matter Expert (SME) for our Customer Support and Product Support service offerings. This role is responsible for leading client-facing teams while partnering closely with Sales, Client Success, and Operations to support discovery calls, solution design, and operational excellence initiatives.

As the primary SME for Customer and Product Support, this individual represents our company during client consultations by providing industry expertise, recommending scalable support solutions, and helping position our capabilities to prospective and existing clients.

The ideal candidate has hands-on experience building and scaling customer support operations from the ground up. This candidate should be comfortable in engaging with executive stakeholders and can confidently advise clients on building or optimizing their customer support organization.

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Key Responsibilities

Operational Leadership

• Lead and supervise client-facing Customer Support and Product Support teams to ensure consistent service delivery and operational excellence.
• Drive accountability through regular coaching, one-on-one meetings, and performance management.
• Monitor and improve KPIs, SLAs, quality standards, and customer satisfaction metrics.
• Analyze operational data to identify trends, risks, and improvement opportunities.
• Support workforce planning, capacity planning, and resource allocation.
• Lead process improvement initiatives that enhance efficiency, scalability, and customer experience.
• Manage escalations, resolve operational issues, and conduct root cause analysis.
• Coach supervisors and team members on customer support best practices and operational standards.

Subject Matter Expert (SME) Responsibilities

• Serve as the Operations BU SME for Customer Support and Product Support services.
• Provide expert guidance to clients on building and scaling customer support organizations, including team structure, hiring strategy, workflows, support channels, KPIs, and operational best practices.
• Participate in discovery calls, client presentations, and solutioning sessions.
• Provide expert guidance on customer support strategies, operating models, and service delivery best practices.
• Recommend scalable support structures based on client requirements.
• Assist Sales and Client Success teams with proposals, solution design, and implementation planning.
• Advise clients on customer support KPIs, SLAs, quality assurance frameworks, escalation management, and workforce planning.
• Develop and maintain operational playbooks, SOPs, and best practice documentation.

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Key Skills

• Strong leadership presence with proven ability to build high-performing support teams.
• Excellent client-facing communication and presentation skills.
• Strong consultative and solution-oriented mindset.
• Proven ability to lead discovery calls and operational discussions with clients.
• Strong analytical and data-driven decision-making skills.
• Excellent coaching, mentoring, and people development abilities.
• Deep understanding of customer experience, service delivery, and operational excellence.
• Strong conflict resolution and stakeholder management skills.
• High level of ownership, accountability, and professionalism.
• Ability to translate customer needs into scalable operational solutions.

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Qualifications

• Bachelor's degree in Business, Information Technology, Communications, or a related field.
• Minimum of 5 years of experience in Customer Support, Product Support, Customer Success, or Technical Support.
• Minimum of 3 years of leadership or supervisory experience managing customer-facing teams.
• Proven experience building, leading, and scaling customer support operations.
• Experience supporting SaaS, software, technology, or product-based organizations is highly preferred.
• Experience working in outsourced, offshore, or BPO environments.
• Demonstrated experience managing teams of 30+ employees.
• Strong understanding of customer support operations, workforce planning, quality assurance, and performance management.
• Experience participating in client discovery, solutioning, implementation, or operational consulting is highly preferred.
• Proficiency with customer support platforms such as Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, HubSpot Service Hub, Jira Service Management, or similar tools.
• Excellent English communication skills, both written and verbal.