Support Team Lead
Leads and develops a tiered customer support team, overseeing performance, operations, escalations, reporting, and training. The role requires at least two years of direct people-management experience in customer support or operations.
About the job
Responsibilities
Team Leadership & Coaching
- Lead, coach, and develop a team of Support Specialists (Tier 1–3) through regular 1:1s, structured feedback, and performance conversations.
- Foster a collaborative, accountable, and high-performing team culture.
- Recognize strong performance and address performance concerns in a timely and constructive manner.
Performance Management
- Monitor and evaluate team performance across quality, productivity, CSAT, SLA attainment, and adherence metrics.
- Identify trends, surface insights, and create action plans to drive continuous improvement at individual and team levels.
Operational Oversight
- Manage day-to-day team operations, including ticket queue health, schedule adherence, coverage coordination, and shift handoffs.
- Ensure workflows, policies, and documentation are consistently followed and updated as processes evolve.
Escalation Management
- Serve as the primary escalation point for complex or unresolved contributor issues.
- Support agents with difficult tickets, providing guidance and decision-making to ensure timely, high-quality resolutions with complete documentation.
Reporting & Analytics
- Track and report on team performance metrics, surfacing trends and actionable insights to the Regional Workforce Manager.
- Maintain accurate records of team health, individual performance, and operational outcomes to support data-driven decisions.
Cross-functional Collaboration
- Partner with Leadership, Quality, Enablement, and SME teams to drive process improvements and contributor experience enhancements.
- Communicate updates effectively and support the team through change management initiatives.
Team Development & Training
- Support onboarding of new team members and contribute to ongoing training and development.
- Identify individual growth opportunities and partner with leadership on performance improvement plans (PIPs) where needed.
Requirements
- Minimum 2 years of direct people management experience in a customer support or operations environment.
- Demonstrated track record of leading teams, driving performance outcomes, and developing individual contributors.
- Previous experience as a Support Specialist, SME, or Team Lead within a tiered support structure is a plus.
- Strong written and verbal communication skills in English.
- Ability to manage competing priorities, make sound decisions under pressure, and deliver constructive feedback effectively.
- High ownership and accountability.
- People-first mindset with the ability to balance empathy and operational efficiency.
- Adaptable, proactive, and committed to continuous learning and team growth.
Technical Skills
- Proficiency with Zendesk, Slack, and Google Workspace.
- Comfortable working across multiple systems and reporting platforms.
- Experience with Redash or Snowflake, or familiarity with basic coding and scripting, is a plus.
Skills
Zendesk, Slack, Google Workspace, Redash, Snowflake, Csat, Sla, Performance Management
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