Customer Support Team Lead

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Contract type

Ongoing

Work mode

On-site · On-site (see listing for address)

Experience

Mid-level · 2+ years

Job description

Closely monitor agent performance, primarily quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and ticket observations
Occasionally handle angry customer escalations
Ensure schedule adherence by agents and desired productivity levels
Maintain coaching logs and provide regular written feedback to agents
Comfortably navigate the support environment, including tools such as Zendesk, Metabase, and Amazon Connect
Listen to team members' feedback and resolve challenges or conflicts
Initiate consequence management steps for low-performing team members
Delegate tasks to high-potential team members to build a culture of learning and development
Suggest and lead team building activities for team motivation
Company mission
Information not specified

2+ years of coaching experience with demonstrated success coaching individuals through structured feedback, development planning, and performance improvement
2+ years of people management experience leading customer support teams, driving performance, engagement, and accountability
2+ years of customer support experience with a strong foundation in delivering exceptional customer service and resolving complex customer issues
Customer obsessed, data-driven problem solver, thrives in ambiguity, communicates with clarity, bias for action, continuously learns, raises the talent bar, resilient under pressure
Zendesk, Metabase, Amazon Connect
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