Customer Support Team Lead

Job Summary

A company is looking for a Customer Support Team Lead.

Key Responsibilities

• Monitor agent performance and maintain quality assurance scores above 90%
• Provide coaching and feedback to agents based on performance metrics and customer interactions
• Handle escalated customer issues and manage team schedules and productivity

Required Qualifications

• +2 years of coaching experience in a customer service environment
• +2 years of management experience overseeing a customer service team
• +2 years of customer service experience in a direct role
• Experience in setting and achieving SMART goals
• Strong product and process knowledge relevant to the team's services