Support Team Lead

Overview

We are seeking an experienced and dedicated Customer Support Lead to join our team and lead our customer support efforts. In this role, you will be responsible for overseeing our customer support team, ensuring high-quality support to our customers, and driving continuous improvement in our support processes and procedures.

Responsibilities:

• Lead and manage a team of customer support representatives, including hiring, training, coaching, and performance management.
• Set clear goals and performance metrics for the support team, and monitor progress towards achieving them.
• Develop and implement customer support policies, procedures, and best practices to ensure consistent and effective support delivery.
• Act as a point of escalation for complex customer issues, providing guidance and assistance to support representatives as needed.
• Monitor customer support metrics and KPIs, analyze trends, and identify opportunities for improvement.
• Collaborate with cross-functional teams, including product development, sales, and marketing, to address customer needs and enhance the customer experience.
• Conduct regular team meetings, training sessions, and performance reviews to ensure team members are equipped with the knowledge and skills needed to excel in their roles.
• Stay updated on industry trends, customer feedback, and emerging technologies to continuously improve our support offerings.

Requirements

• Proven experience in a customer support role, with at least 2 years of experience in a leadership or supervisory role.
• Strong leadership and management skills, with the ability to motivate and inspire team members to achieve their goals.
• Excellent communication and interpersonal skills, with the ability to interact professionally with customers and team members.
• Strong problem-solving and decision-making skills, with the ability to handle complex customer issues effectively.
• Experience with customer support software and tools, such as CRM systems, ticketing systems, and knowledge base software.
• Ability to work effectively in a fast-paced and dynamic environment, with a passion for delivering exceptional customer experiences.