Customer Support Lead

Job Summary

A company is looking for a Customer Support Lead.

Key Responsibilities

• Manage and support a team of customer support agents, ensuring service level agreements are met
• Handle escalated customer issues and collaborate with internal teams to improve resolution processes
• Monitor customer service metrics and provide insights to enhance team performance

Required Qualifications

• Strong understanding of customer service KPIs such as NPS, CSAT, and FCR
• Experience with CRM tools like Service Cloud, Zendesk, or HelpScout
• Prior experience in leading training sessions and developing training materials
• Ability to work with ambiguity and adapt to changing business requirements
• Experience in data analysis and reporting for performance management