Support Team Lead

Lead, manage, and motivate the customer support team to achieve business and service objectives.

Monitor daily team performance, workload, productivity, and service levels.

Allocate tickets, tasks, and customer requests among team members.

Ensure timely and accurate resolution of customer queries and complaints.

Handle escalated and complex customer issues and coordinate with relevant departments for resolution.

Monitor key support metrics such as SLA, response time, resolution time, CSAT, productivity, and ticket backlog.

Conduct regular team meetings, coaching sessions, and performance reviews.

Identify training and development needs and provide ongoing guidance to team members.

Ensure adherence to company policies, support processes, and quality standards.

Review customer interactions and conduct quality checks to improve service standards.

Prepare and share daily, weekly, and monthly support performance reports.

Identify recurring customer issues and work with internal teams to implement corrective and preventive actions.

Coordinate with Product, Technical, Sales, Operations, and other teams to resolve customer issues.

Maintain proper documentation of customer issues, resolutions, and escalation cases.

Support recruitment, onboarding, and training of new support team members.

Drive continuous improvement in support processes, workflows, and customer experience.

Ensure high levels of customer satisfaction and professional communication across all support channels.