Customer Support Team Lead
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Job Summary
Leading a dedicated team of specialists, the full-time Customer Support Team Lead will enhance the customer experience by driving support excellence, managing agent performance, and implementing process improvements in a remote setting.
Key responsibilities
- Improve customer satisfaction by empowering agents to resolve issues quickly and effectively
- Monitor and analyze team performance metrics to ensure high-quality support delivery
- Provide ongoing feedback and support to team members through regular one-on-one meetings
Required qualifications
- 1+ year in a senior customer support role and 4+ years total in a remote customer support position
- Experience with customer support tools and platforms, such as Zendesk or Intercom
- Prior experience in managing projects or process improvement initiatives
- Demonstrated ability to lead projects and enhance the customer experience
- Proven track record of adopting new technology and leveraging tools effectively
Complete Job Description
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