Customer Support Lead

Job Summary

Empowering a dynamic Tier 1 support team, the part-time Customer Support Lead will manage customer inquiries, prioritize issues, and enhance the customer experience while working remotely.

Key responsibilities

• Triage and prioritize incoming customer issues for the Tier 1 team
• Monitor daily customer metrics and identify operational bottlenecks
• Conduct team huddles to address training needs and operational updates

Required qualifications

• Experience in data analysis and reporting of customer metrics
• Proficiency in generating customer satisfaction surveys and analyzing feedback
• Exceptional written and verbal communication skills for stakeholder engagement
• Ability to train and mentor Tier 1 support staff effectively
• Strong skills in prioritizing workflows and delegating tasks appropriately