Team Lead, Customer Support

Job Summary

We're searching for an enthusiastic and experienced Customer Support Team Leader to lead our outstanding team of support specialists. As the Team Lead, you will be the advocate of our customer experience, a mentor to your team, and an important contributor to our company's success. You thrive on problem solving, inspiring people, and fostering a pleasant, efficient, and enjoyable work atmosphere. If you enjoy assisting others and leading a team to success, we'd love to meet you!

Key Responsibilities

• Coach, coach, and motivate a team of Customer Support Specialists to provide exceptional service. You will have regular one-on-one meetings, provide constructive comments, and assist your team members in their professional development.
• Act as the go-to person for complex or sensitive customer concerns, offering prompt and sympathetic solutions that transform difficult situations into good experiences.
• Monitor and analyze key performance indicators (KPIs), such as response time, customer satisfaction (CSAT), and resolution rates. Use this information to detect patterns and opportunities for improvement.
• Welcome new team members and create regular training programs to maintain the team's skills sharp and up to date on our goods and services.
• Proactively find opportunities to improve our support workflows, tools, and policies, benefiting both our customers and our staff.
• Collaborate with other departments, such as Product, Engineering, and Marketing, to share client input and guarantee a consistent customer experience.
• Prepare and present frequent team performance and customer insights reports to leadership.

Skills and Qualifications

Annual Pay

The annual remuneration for this position ranges from

Compensation & Benefits

We believe in taking care of our team! Here's an overview of what we offer :

Please keep in mind that while this is a remote employment, candidates must be legally entitled to work in the United States and reside there.

If you want to lead a brilliant team and have a significant impact on our client experience, please apply! We cannot wait to hear from you.