Resident Support Team Lead

Job Summary

Serving as an operational anchor, the full-time Resident Support Team Lead will manage inbound customer inquiries, oversee queue governance, and provide coaching while working remotely to enhance frontline support and operational efficiency.

Key Responsibilities

• Actively handle inbound customer inquiries and manage complex escalations to resolve issues with empathy and authority
• Continuously monitor conversation queues to maintain balanced workloads and prevent SLA breaches
• Provide real-time support and coaching to agents, ensuring adherence to standard operating procedures and promoting self-reliance

Required Qualifications

• Experience in customer support or a similar role within a fast-paced environment
• Proven ability to manage escalations and complex customer issues effectively
• Strong analytical skills to conduct performance metrics compilation and trend analysis
• Familiarity with operational procedures and knowledge base maintenance
• Interest in professional development and potential leadership opportunities