Customer Support Team Lead

Role & responsibilities

1 .Team Supervision and Leadership:

• Lead, coach, and motivate a team of customer service agents to achieve individual and team performance goals.
• Conduct regular performance reviews, providing constructive feedback, and ensuring continuous development.
• Train and mentor new hires, and provide ongoing support to team members to maintain high standards of service.

2. Customer Support Excellence:

• Ensure that all customer inquiries, complaints, and issues are addressed in a timely, professional, and empathetic manner.
• Handle escalated customer complaints and complex issues, providing effective resolutions and improving customer satisfaction.
• Monitor and ensure adherence to service level agreements (SLAs) for response times and issue resolution.

3. Performance Management and Reporting:

• Track team KPIs (Key Performance Indicators), such as response times, issue resolution rates, and customer satisfaction scores.
• Generate regular reports to provide insights into team performance, customer feedback, and potential areas for improvement.
• Use data and analytics to identify trends, improve processes, and implement best practices.

4. Process Improvement and Training:

• Identify and implement process improvements to increase team efficiency and service quality.
• Ensure the team has access to updated resources, such as knowledge bases, FAQs, and troubleshooting guides.

5. Collaboration and Communication:

• Act as a liaison between the customer service team and other departments (Sales, Marketing, Product Development) to resolve issues and share feedback.
• Manage team scheduling and workload distribution to ensure coverage during peak hours.

6. Team Engagement and Motivation:

• Foster a positive and inclusive team culture by recognizing achievements, celebrating milestones, and promoting professional growth.
• Ensure open communication within the team, providing guidance, support, and encouragement.

7. Escalation Management:

• Handle Escalated Cases: Act as the first line of defence when complex or challenging customer issues arise, ensuring resolution through clear communication, empathy, and problem-solving.
• Ensure Compliance: Ensure all customer interactions comply with company policies and legal or regulatory standards (e.g., data privacy laws).