Customer Support Lead

Job description

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.

Key Responsibilities

Lead & Supervise the Support Team – Ensure team members provide timely, professional, and effective support.
Monitor Customer Complaints & Improve Response Quality – Identify recurring issues, address pain points, and implement solutions.
Train & Develop the Team – Provide coaching, conduct performance reviews, and implement best practices for customer interactions.
Track Support Metrics & Report Performance – Monitor response times, resolution rates, and customer satisfaction scores.
Handle Escalations – Step in when necessary to resolve high-priority customer issues.
Optimize Support Workflows – Improve ticket management, automate processes where possible, and ensure smooth operations.
Collaborate with Other Departments – Work with sales, technical teams, and management to improve customer experiences.

What We’re Looking For

Experience: 2+ years in customer service leadership (Team Lead, Supervisor, or Manager role).
Skills: Strong problem-solving, conflict resolution, and coaching abilities.
Tools: Familiarity with customer support software
Communication: Excellent verbal and written communication skills.
Mindset: Proactive, customer-focused, and results-driven.

Nice-to-Have

Experience working in POS systems, invoicing, or ERP integrations.
Knowledge of ticketing systems.
Ability to implement process improvements and automation.

Benefits

Competitive salary & performance-based bonuses
Professional development & training opportunities
Growth opportunities within the company