Team Lead, Customer Support

Team Lead – Customer Support

We are looking for a dynamic and experienced Team Lead – Customer Support to guide and mentor our Customer Care Support team. This leadership role is responsible for ensuring the delivery of exceptional support experiences to our business clients, driving operational excellence, and fostering a culture of continuous improvement and customer-centricity.

Key Responsibilities:

• Lead, coach, and develop a team of Customer Support Specialists to meet and exceed performance goals.
• Monitor team performance metrics and provide regular feedback, training, and support to ensure high-quality service delivery.
• Act as an escalation point for complex or sensitive customer issues, ensuring timely and effective resolution.
• Collaborate cross-functionally with Product, Technical Support, Enablement, and Sales teams to streamline support processes and improve customer outcomes.
• Oversee ticket management workflows to ensure SLAs are met and customer satisfaction remains high.
• Analyze support trends and customer feedback to identify areas for improvement in product usability and support processes.
• Contribute to the creation and refinement of support documentation, knowledge base articles, and training materials.
• Participate in hiring, onboarding, and performance reviews for support team members.
• Champion a customer-first mindset and promote a positive, collaborative team culture.

Qualifications:

• 3–5 years of experience in customer support or technical support, with at least 1–2 years in a leadership or mentoring role.
• Proven ability to manage and motivate teams in a fast-paced B2B environment.
• Strong understanding of enterprise software or technical platforms.
• Excellent communication, conflict resolution, and interpersonal skills.
• Experience with CRM and ticketing systems (e.g., Jira, Salesforce).
• Analytical mindset with the ability to interpret data and drive decisions.
• Strong organizational and time management skills.