Customer Support Team Lead

Job Description:
We are seeking an experienced Customer Support Team Lead to manage and motivate our customer support team while ensuring excellent customer experiences. The ideal candidate will possess leadership abilities, problem-solving skills, and a customer-focused approach to streamline processes and improve team performance.

Key Responsibilities:

Team Leadership:

• Recruit, hire, and onboard new team members effectively.
• Train and coach team members to ensure consistent growth and development.
• Set clear goals, monitor team performance, and provide constructive feedback.
• Create a collaborative and positive team culture that boosts motivation and productivity.

Customer Support:

• Act as the escalation point for complex customer inquiries and complaints, ensuring timely resolution.
• Participate in customer calls to provide guidance and ensure issue resolution.
• Track customer issues, identify recurring trends, and implement solutions for improvement.
• Collaborate with internal teams to escalate and resolve critical problems seamlessly.

Process Improvement:

• Evaluate and improve customer support workflows to increase efficiency and customer satisfaction.
• Identify and implement tools or systems that enhance support operations.
• Develop and update knowledge bases, FAQs, and support documentation to empower customers and team members.
• Continuously seek opportunities to simplify processes and reduce response times.

Performance Metrics:

• Track and analyze key performance indicators (KPIs), such as customer satisfaction, average response time, and first-call resolution rates.
• Use performance insights to identify gaps and develop improvement strategies.
• Ensure the team consistently meets or exceeds performance targets.

Required Skills and Qualifications:

• Minimum 4 years of experience in customer support, with proven leadership experience.
• Strong communication and interpersonal skills, with the ability to motivate and guide a team.
• Excellent problem-solving and decision-making abilities.
• Proficiency in using customer support tools, CRM systems, and reporting software.
• Ability to remain calm, professional, and effective in high-pressure situations.
• Strong analytical mindset to identify trends and recommend solutions.
• Passion for delivering outstanding customer service and creating a positive experience.

Why Join Us?

• Be part of a dynamic and fast-growing organization.
• Opportunities for learning, growth, and career advancement.
• Work in a collaborative environment that values innovation and teamwork.
• Make a direct impact by helping to improve customer satisfaction and team performance.