About this role
The client is looking for a Customer Support Team Lead to oversee their frontline support operations and ensure the delivery of high-quality, empathetic service to our global user base. In this role, you will transition from individual execution to operational leadership, mentoring a team of Support Agents and Specialists to maintain excellence in every interaction.
Your primary mission is to optimize team performance, manage complex escalations, and serve as the "Voice of the Customer" within the broader organization. You are responsible for ensuring that the "Owning" mindset is consistent across the department.
What You Will Do
People Leadership & Mentorship
Coaching: Conduct regular 1-on-1s to review performance, provide constructive feedback, and support the career growth of Support Agents.
Quality Assurance: Perform regular ticket audits to ensure the brand "voice" is maintained and technical accuracy is high.
Onboarding: Lead the training of new hires, ensuring they master the product knowledge base and internal CRM tools.
Operational Excellence
Workflow Optimization: Monitor ticket queues in real-time to ensure SLAs (Service Level Agreements) are met across Email, Livechat, and VIP channels.
Resource Planning: Manage shift rotations and standby rosters to ensure 24/7 coverage and handle peak volume periods.
Process Improvement: Identify recurring customer pain points and collaborate with Product and Engineering teams to drive long-term solutions.
Escalation Management
De-escalation: Act as the senior point of contact for dissatisfied customers, turning negative experiences into opportunities for loyalty.
Internal Liaison: Coordinate with the Client Care Specialist (CCS) and Tech Support teams during P0/P1 incidents to ensure unified communication.
Incident Post-Mortems: Analyze major failures or support breakdowns to prevent recurrence.
Who we’re looking for
- Experience: 3-5 years in Customer Support, with at least 1 year in a Senior, Lead, or Supervisory capacity.
- Communication: Exceptional verbal and written English skills. Ability to communicate data-driven insights to management and empathetic guidance to staff.
- Tool Proficiency: Advanced knowledge of CRM platforms (Jira, Freshdesk, Zendesk) and communication apps (Slack, Telegram).
- Analytical Skills: Ability to interpret support metrics (CSAT, FRT, Resolution Time) to make informed staffing and process decisions.
- Mindset: A "Lead by Example" mentality. You are willing to get into the trenches of the ticket queue while maintaining a strategic view of team goals.
Sound like you?
Send your CV and the consultant who owns this role will come back to you.