Team Leader – Customer Support

Shift Timings: Rotational(UK/US)

Position Overview:

Customer Support Team Lead: Manages support team, oversees operations, guides team, monitors performance, escalates issues, collaborates for improvement, maintains documentation, stays updated on trends.

Key Responsibilities:

Team Leadership: Lead and manage a team of customer support representatives dedicated to assisting clients.

Operational Supervision: Oversee day-to-day operations to ensure timely and effective resolution of customer queries and issues.

Guidance and Development: Provide guidance, coaching, and mentoring to enhance team members' skills, product knowledge, and customer service abilities.

Performance Monitoring: Monitor team performance metrics and take proactive measures to optimize performance, including response times, resolution rates, CSAT, and quality.

Escalation Point: Serve as a point of escalation for complex customer issues, demonstrating expertise in troubleshooting technical issues and providing solutions.

Cross-functional Collaboration: Collaborate with product development, engineering, and sales teams to address customer concerns and improve product offerings.

Documentation and Training: Develop and maintain documentation, knowledge base articles, and training materials to support continuous learning and development of the support team.

Performance Evaluation and Growth: Conduct regular performance evaluations, provide feedback, and identify opportunities for professional growth and development for team members.

Industry Knowledge: Stay updated on industry trends, best practices, and emerging technologies related to SaaS and customer support, implementing relevant improvements to enhance the support experience.

About You:

Bachelor's degree or equivalent work experience

Minimum 2 years of experience in a customer support role with leadership responsibilities.

Demonstrated leadership experience, including managing teams and driving performance improvements.

Strong technical aptitude and proficiency in troubleshooting software-related issues.

Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and internal stakeholders.

Ability to manage multiple projects in a fast-paced environment

Strong problem-solving skills and a proactive approach to resolving customer issues.

Experience with support tools and systems, such as Zendesk, Jira, or similar platforms (Added advantage).

Leadership qualities and flexibility to work in shifts and handle on-call duties when required.

Flexibility to work in shifts and handle occasional on-call duties as required.

Model: Hybrid - Shift Timings: Rotational(UK/US)