Support Team Lead

Lead, supervise, and motivate the customer support team.

Monitor daily support operations, ticket queues, response times, and resolution rates.

Handle complex and escalated customer issues and ensure timely resolution.

Monitor team performance against KPIs such as CSAT, SLA, response time, and resolution time.

Provide coaching, feedback, and training to support team members.

Prepare and analyze support performance reports and identify areas for improvement.

Ensure compliance with company support policies, processes, and quality standards.

Coordinate with technical, sales, product, and operations teams to resolve customer issues.

Identify recurring customer problems and recommend process or product improvements.

Maintain accurate records of customer interactions, complaints, and resolutions.

Assist with workforce planning, shift scheduling, and task allocation.

Conduct regular team meetings and performance reviews.

Support the development and improvement of FAQs, knowledge bases, and support documentation.