Customer Support Lead
Job Summary
Leading a dedicated Customer Support team, the full-time remote Customer Support Lead will provide advanced technical support, coordinate daily operations, mentor team members, and serve as the primary escalation point for complex customer issues.
Key responsibilities
- Troubleshoot complex support issues and monitor support queue health to ensure service level agreements are met
- Lead daily Support Scrum meetings, facilitate communication of priorities, and coordinate workload distribution among team members
- Identify trends and opportunities for process improvement while mentoring and coaching Customer Support Specialists
Required qualifications
- Minimum of 4+ years of customer support experience with advanced product knowledge and troubleshooting expertise
- Demonstrated ability to lead and mentor peers, with experience in training and onboarding
- Strong customer service and conflict resolution skills
- Ability to analyze support trends and identify improvement opportunities
- Proficiency in Microsoft Office, Teams, and support management systems
Complete Job Description
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