Customer Support Team Lead

We are seeking a proactive and experienced Customer Service Team Lead to manage and mentor a team of Customer Service Representatives. In this role, you will oversee day-to-day operations, ensure the team meets performance goals, handle escalated issues, and drive continuous improvement in customer satisfaction and service delivery.

Key Responsibilities:

* Supervise, coach, and support a team of customer service representatives

* Monitor daily operations and ensure smooth team workflow

* Schedule shifts and manage coverage to meet service level targets

* Set clear performance objectives and conduct regular one-on-ones and performance reviews

* Track KPIs (e.g., response time, resolution rate, CSAT scores) and ensure targets are met

* Handle complex or high-priority customer issues and complaints

* Ensure timely resolution of escalated tickets with empathy and efficiency

* Identify trends, root causes, and opportunities for improving service processes

* Prepare and present regular reports on team performance and customer feedback

* Communicate updates, policy changes, and company goals to the team

* Propose and implement changes to increase efficiency, quality, and customer satisfaction

Requirements:

* Bachelor's degree preferred (Business, Communications, or related field)

* 2–4 years of experience in customer service, with at least 1 year in a leadership or supervisory role

* Strong leadership, coaching, and conflict resolution skills

* Excellent communication and interpersonal skills

* Ability to multitask and prioritize in a fast-paced environment.