Customer Support Team lead

We are looking for a highly analytical and customer-focused Team Lead to drive operational excellence within our customer support team. In this role, you will be instrumental in coaching agents to resolve complex cases, optimizing daily workflows, and leveraging data to hit key performance metrics without compromising the customer experience. You will serve as the crucial link between strategic company objectives and day-to-day operations, ensuring seamless incident management while collaborating closely with cross-functional teams to refine our processes and AI-driven tools.

Key

Responsibilities

• Product and Customer Expertise: Master our Customer Support tools and policies, using your strong understanding of customer expectations to effectively coach agents.
• Complex Case Resolution: Drive the team’s ability to independently resolve complex cases end-to-end through active monitoring, targeted training, and delegation.
• Data-Driven Analysis: Use analytical tools to evaluate performance patterns, identify product gaps based on customer behavior, and conduct root-cause analyses to improve resolution rates.
• Process Optimization: Continuously optimize team workflows and partner with cross-functional teams (WFM, QA, Knowledge Management) to remove blockers and improve operational processes.
• Incident Management: Lead the efficient resolution of incidents, managing communication with affected customers, internal teams, and Senior Team Leads to minimize disruption.
• Performance & KPI Management: Monitor performance against key service standards (Resolution Rate, Handling Time, Quality, Adherence) and provide real-time coaching to empower the team to hit targets.
• Operational Execution & Strategy: Oversee daily tasks using critical thinking to solve problems, ensuring every team member understands how their individual contributions impact broader company goals.
• AI-Agent Management: Monitor the accuracy of automated triage and collaborate with Product teams to continuously refine AI-driven intent mapping.
• Innovation & Strategic Connection: Contribute to global projects and taskforces to drive change, ensuring the team's daily operations align with the wider company ecosystem.