Customer Support Team Lead

Job Summary

A company is looking for a Customer Support Team Lead.

Key Responsibilities

• Lead and coach Customer Support Agents in daily operations, providing real-time guidance and handling escalations
• Participate in recruitment and onboarding of new support agents, ensuring effective ramp-up and support
• Monitor operational metrics and contribute to the improvement of support processes and team engagement

Required Qualifications

• 2+ years of experience in customer support, preferably with experience in coaching or leading teams
• Strong customer empathy and understanding of high-quality support standards
• Proven ability to manage live operations and make real-time decisions
• Ownership mindset with a focus on developing people and maintaining quality standards
• Flexibility to work weekends/evenings as needed