Customer Support Team Lead

Job Summary

A company is looking for a Customer Support Team Lead to oversee and enhance the support function.

Key Responsibilities

• Lead and coach Customer Support Associates to ensure high-quality customer support
• Manage daily operations, including ticket queues and escalations, to meet service level agreements
• Identify trends in support tickets and implement process improvements for enhanced customer experience

Required Qualifications

• 2+ years of experience in call center operations or customer support leadership
• Experience managing support queues in high-volume environments
• Proven ability to coach and develop team members
• Experience with Zendesk and leveraging AI tools in support operations
• Ability to analyze data and translate insights into process improvements