Customer Support Team Lead

We are looking for an enthusiastic individual to join our company who will act as a liaison between our company and its current and potential customers. An ideal candidate should be able to accept ownership for effectively solving customer issues, complaints, and queries while keeping customer satisfaction as an utmost priority.

Roles & Responsibilties

Supervise a team of customer support agents, providing guidance, coaching, and support to ensure individual and team success.

* Set clear performance expectations and goals for the team, regularly monitoring performance metrics such as response times, resolution rates, and customer satisfaction scores.

* Develop and implement strategies to optimize team efficiency and productivity, including resource allocation, workflow management, and process improvements.

* Foster a positive and collaborative team culture focused on delivering exceptional customer service and support.

* Handle escalated customer inquiries and issues, demonstrating effective problem-solving skills and a commitment to resolving customer concerns in a timely and satisfactory manner.

* Conduct regular performance evaluations and provide constructive feedback to team members to support their professional development and growth.

* Collaborate with cross-functional teams, including training, quality assurance, and product development, to address customer needs and improve the overall customer experience.

* Stay informed about industry trends, best practices, and emerging technologies in customer support to continuously enhance team performance and capabilities.

What we are looking for?

* Any Bachelor's degree or a related field preferred.

* Proven experience in a customer support or service role, with at least 2 years of experience in a leadership or supervisory capacity.

* Strong leadership and interpersonal skills, with the ability to inspire and motivate team members to achieve goals and exceed expectations.

* Excellent communication skills, both verbal and written, with the ability to effectively communicate with customers and team members at all levels.

* Solid understanding of customer support principles, practices, and technologies, with a passion for delivering exceptional customer service.

* Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to improve team performance.

* Demonstrated problem-solving skills and the ability to handle difficult or challenging customer situations with professionalism and empathy.

* Proficiency in customer support software, CRM systems, and other relevant tools and technologie