Customer Support Team Lead with CJIS Certification

A company is looking for a Customer Support Team Lead to drive operational excellence in customer support.

Key Responsibilities

Lead and coach a team of support agents while fostering a positive team culture

Monitor support queues for optimal case routing and timely responses to meet service level agreements (SLAs)

Oversee daily operations, addressing bottlenecks and ensuring effective resolution of escalated cases

Required Qualifications

2+ years of experience in a customer support lead role with team or queue management success

Deep familiarity with support tools like Zendesk or Salesforce

Operational mindset with skills in process optimization and performance tracking

Experience handling escalated or complex support cases

Commitment to working at least one weekend day per week with on-call coverage as needed