Customer Support Team Lead

Job Summary

A company is looking for a Team Lead, Support (EMEA).

Key Responsibilities

• Lead and support Customer Support Agents in daily operations, providing real-time guidance and handling escalations
• Conduct regular coaching sessions and performance reviews to enhance agent skills and support ongoing development
• Monitor operational metrics and ensure adherence to processes, while fostering a positive team environment

Required Qualifications

• 2+ years of experience in customer support, with a focus on coaching or leading teams
• Experience in SaaS or HealthTech is preferred
• Strong understanding of high-quality customer support standards
• Ability to manage live operations and make real-time decisions
• Flexibility to work weekends or evenings as needed