Support Team Lead

Lead, mentor, and manage the support team.

Assign daily tasks and monitor team performance.

Handle escalated customer issues and complaints.

Ensure timely and accurate resolution of support tickets.

Monitor KPIs such as response time, resolution time, CSAT, SLA, and ticket volume.

Conduct team meetings, coaching sessions, and performance reviews.

Train new team members on products, processes, and support procedures.

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

Identify recurring customer problems and recommend process improvements.

Prepare and analyze daily, weekly, and monthly support reports.

Maintain proper documentation of customer issues and resolutions.

Ensure compliance with company support policies and SLA requirements.

Promote a customer-focused and collaborative team environment.