We are hiring a Customer Support Lead to oversee our support team, improve service quality, and reduce customer complaints. You will be responsible for managing daily support operations, coaching agents, and implementing processes that enhance customer satisfaction.
\nKey Responsibilities<\/p>\n
Lead & Supervise the Support Team \u2013 Ensure team members provide timely, professional, and effective support.
\nMonitor Customer Complaints & Improve Response Quality \u2013 Identify recurring issues, address pain points, and implement solutions.
\nTrain & Develop the Team \u2013 Provide coaching, conduct performance reviews, and implement best practices for customer interactions.
\nTrack Support Metrics & Report Performance \u2013 Monitor response times, resolution rates, and customer satisfaction scores.
\nHandle Escalations \u2013 Step in when necessary to resolve high-priority customer issues.
\nOptimize Support Workflows \u2013 Improve ticket management, automate processes where possible, and ensure smooth operations.
\nCollaborate with Other Departments \u2013 Work with sales, technical teams, and management to improve customer experiences.<\/p>\n
What We\u2019re Looking For<\/p>\n
Experience: 2+ years in customer service leadership (Team Lead, Supervisor, or Manager role).
\nSkills: Strong problem-solving, conflict resolution, and coaching abilities.
\nTools: Familiarity with customer support software
\nCommunication: Excellent verbal and written communication skills.
\nMindset: Proactive, customer-focused, and results-driven.<\/p>\n
Nice-to-Have<\/p>\n
Experience working in POS systems, invoicing, or ERP integrations.
\nKnowledge of ticketing systems.
\nAbility to implement process improvements and automation.<\/p>\n
Benefits<\/p>\n
Competitive salary & performance-based bonuses
\nProfessional development & training opportunities
\nGrowth opportunities within the company<\/p>\n
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