Customer Support Team Lead

A company is looking for a Customer Support Team Lead.

Key Responsibilities

Monitor agent performance and maintain quality assurance scores above 90%

Provide coaching based on feedback, metrics, and observations, while handling escalated customer issues

Maintain coaching logs, delegate tasks, and lead team-building activities

Required Qualifications

Over 2 years of coaching experience in a customer service environment

Over 2 years of management experience overseeing a customer service team

Over 2 years of customer service experience in a customer-facing role

Experience in setting and achieving SMART goals

Strong product and process knowledge to effectively train and guide agents