Support Team Lead

Lead and manage the customer/technical support team.

Handle escalated customer issues and ensure timely resolution.

Monitor support tickets, response times, and service-level targets.

Provide technical guidance and mentoring to support executives.

Coordinate with Development, QA, and Product teams to resolve technical issues.

Identify recurring problems and improve support processes.

Prepare and analyze support reports and team performance metrics.

Train new team members and conduct regular performance reviews.

Maintain excellent customer relationships and ensure high customer satisfaction.

Create and maintain troubleshooting guides and support documentation.