Customer Support Team Lead

As a Customer Support Team Lead, you will play a critical role in driving the success of our customer support team by coaching and developing representatives, ensuring operational excellence, and fostering a culture of feedback and recognition. You will be responsible for monitoring team performance, implementing coaching plans, and maintaining a deep understanding of our processes and products. This role requires a proactive leader who thrives in a data-driven environment, excels in cross-functional collaboration, and is committed to driving both employee and customer success.

Responsibilities

• 2+ years in a leadership role within customer support or a related field. 
• Prior experience with SaaS, CRM, and telephony tools is a bonus
• English (Advanced Level Required)
• Contribute to in-office leadership presence, supporting employees in a hybrid/in-office environment while maintaining a strong connection with remote teams.
• Provide consistent coaching and developmental feedback through weekly 1:1 meetings, ensuring discussions focus on behavioral improvements and performance trends.
•  Utilize key performance indicators (KPIs) to identify areas for growth and focus discussions on the behaviors driving results.
• Document insights from performance inspections and develop action plans to address areas of opportunity.
• Plan and lead weekly team meetings in alignment with our company values focusing on team skill development, team-building, and important business updates. - Foster a culture of continuous learning through training sessions, mentoring, and career progression planning.
• Maintain open lines of communication across teams, providing clear and timely updates on processes, changes, and performance expectations. - Embody customer obsession by serving as the primary escalation point for unresolved customer issues, ensuring timely and satisfactory resolution.
• Actively contribute to cross-functional projects aimed at enhancing customer experience and driving retention.
• Lead by example in ethical decision-making, fostering inclusivity, fairness, and integrity in all interactions.

Competencies

• Coaching & Development. Ability to mentor, guide, and upskill employees through structured coaching plans.
• Team Engagement & Motivation.  Builds a positive work environment that drives team performance and morale.
• Conflict Resolution. Effectively manages disputes, escalations, and difficult conversations with professionalism.
• Recognition & Employee Support – Ensures employees feel valued and supported through structured recognition programs.
• KPI Analysis & Reporting – Proficient in tracking, analyzing, and leveraging performance data (CSAT, AHT, FCR, SLA).
• Accountability & Goal Setting - Holds employees accountable through coaching, action plans, and performance reviews.
• Operational Inspection & Risk Management – Maintains oversight of business health through proactive inspection processes.
• Customer Advocacy – Understands customer needs and ensures support processes align with customer expectations.
• Escalation & Issue Resolution – Quickly identifies customer concerns, escalating when necessary to ensure high-quality resolutions.
• Quality Assurance (QA) & Continuous Improvement – Uses QA insights to refine support processes and improve service delivery.
• Cross-Functional Collaboration – Works effectively with leadership, HR, product, and other departments.
•  Stakeholder Management – Ensures clear communication with both local and global teams to align strategies.
•  Change Management – Clearly communicates new policies, tools, and strategies while securing buy-in from employees.
•  Workflow & Process Optimization – Identifies inefficiencies in support operations and recommends process improvements.
•  Knowledge Management – Ensures accurate and updated documentation of processes, FAQs, and customer resources.
• CRM & Ticketing Systems (Salesforce, Zendesk, Freshdesk, etc.) – Utilizes customer support tools effectively. - Data Analytics & Reporting Tools
• Proficient in dashboards and performance tracking platforms.
• Crisis Management – Able to quickly assess and resolve operational or customer-impacting issues.