Tier I Support Team Lead

Job Summary

A company is looking for a Tier I Support Team Lead to oversee and enhance the performance of the frontline support team.

Key Responsibilities

• Lead and develop frontline agents through coaching, feedback, and performance management
• Ensure quality, accuracy, and consistency in customer support by reinforcing SOPs and partnering with QA
• Drive daily execution and results by monitoring performance metrics and addressing issues proactively

Required Qualifications

• 3-6 years of experience in customer support, preferably in a high-volume SaaS or marketplace environment
• 1-2 years in a leadership role with direct coaching responsibility
• Strong passion for coaching and developing others while maintaining performance standards
• Experience with support tools such as Salesforce, Talkdesk, or similar platforms
• Bilingual fluency in Spanish and English is a strong plus