Customer Support Team Lead

Role Overview

We are seeking an experienced Customer Support Team Lead with 5+ years of customer service experience to drive frontline team performance and service excellence. In this role, you will lead daily operations, mentor support agents, manage high-level escalations, and optimize support workflows to maintain high customer satisfaction.

Key Roles & Responsibilities

• Team Leadership & People Management: Lead, mentor, and motivate a team of Customer Support representatives. Conduct regular 1:1 coaching, performance reviews, and skill development sessions to maintain high engagement and retention.
• Operational & SLA Management: Oversee daily queue management across all support channels (Email, Chat, Phone, Ticketing). Ensure the team consistently meets key operational targets (CSAT, First Response Time, Resolution Time, SLA compliance).
• Escalation Handling & QA: Serve as the primary point of contact for complex customer escalations. Conduct routine quality assurance audits to ensure service standards and brand alignment across all interactions.
• Process Improvement & Knowledge Sharing: Identify recurring customer pain points and workflow bottlenecks. Collaborate with Product, Operations, and Engineering teams to refine internal processes and update knowledge base resources.
• Performance Analytics & Reporting: Track individual and team metrics, generating operational reports for leadership to highlight trends, capacity planning needs, and performance gaps.

Opportunities & Career Growth

• Strategic Impact: Influence customer experience strategies, tool implementations, and operational scaling initiatives.
• Leadership Progression: Clear path toward Customer Support Manager, Operations Manager, or CX Strategy roles.
• Cross-Functional Exposure: Work directly with Product, Technical, and Operations leads to represent the voice of the customer.

Qualifications & Requirements

• Experience: 5+ years of total experience in Customer Support, with proven experience in a Team Lead, Supervisory, or Senior Specialist role.
• Technical Skills: Deep familiarity with ticketing systems and CRM platforms (e.g., Zendesk, Salesforce, Freshdesk, Intercom) and support analytics.
• Soft Skills: Advanced conflict resolution, data-driven decision-making, and strong written and verbal communication skills.Role & responsibilities