Customer Support Team Lead

We are looking for a dedicated and experienced Customer Support Team Lead to join our dynamic team. The ideal candidate will have a strong background in customer service, excellent leadership skills, and a passion for helping others. As a Customer Support Team Lead, you will be responsible for the daily operations of the US-based customer support team, ensuring that our customers receive the highest level of service. You will work closely with other departments to resolve customer issues, develop and implement support strategies, and continuously improve our support processes. Your role will also involve training and mentoring team members, monitoring performance metrics, and providing feedback to help the team achieve their goals. The successful candidate will be a proactive problem solver with excellent communication skills and the ability to thrive in a fast-paced environment. If you are a motivated individual with a commitment to excellence and a desire to make a positive impact, we encourage you to apply.

•  Triage internal and customer-reported issues.
•  Ensure high levels of customer satisfaction through excellent service.
•  Assist in the development and implementation of support strategies and processes.
•  Train, mentor, and provide feedback to team members.
•  Collaborate with other departments to resolve customer issues.
•  Manage escalated issues.
•  Maintain up-to-date knowledge of company products and services.
•  Foster a positive and productive team environment.
•  Identify and work with appropriate teams to address training needs.
•  Implement and manage customer support tools and technologies.
•  Develop and maintain customer support documentation.
•  Assist in the recruitment and onboarding of new team members.
• Stay informed about industry trends and best practices.
• Promote a customer-centric culture within the team.

Experience

•  5+ years of experience in customer support or a similar role.
•  Proven leadership and team management skills.
•  Excellent communication and interpersonal skills.
•  Strong problem-solving and conflict-resolution abilities.
•  Ability to work in a fast-paced environment.
•  Proficiency in customer support software and tools.
•  Strong organizational and time management skills.
•  Ability to handle multiple tasks and prioritize effectively.
•  Experience in developing and implementing support strategies.
•  Knowledge of performance metrics and reporting.
•  Ability to train and mentor team members.
•  Customer-focused mindset with a commitment to excellence.
•  Ability to work independently and as part of a team.
•  Experience in handling escalated issues and complaints.
•  Strong technical acumen.