Customer Support Team Lead

Lead, coach, and mentor Customer Support Specialists.

Excellent communication skills with a clear and professional accent, along with the ability to effectively train and guide the product support specialist.

Manage daily workload, queue health, priorities, and escalations.

Monitor team performance, quality, productivity, and customer experience.

Provide guidance on complex technical and customer issues.

Review cases to ensure accurate troubleshooting, documentation, and communication.

Partner with stakeholders on escalations and recurring issues.

Identify trends, process gaps, and opportunities for automation and improvement.

Drive knowledge sharing, training, and continuous improvement across the team.

Provide regular performance updates and insights to leadership.

Requirements:

3+ years of experience in technical, SaaS, ecommerce or product support.

At least 1 year of experience leading or supervising a team.

Strong troubleshooting, communication, and problem-solving skills.

Experience managing technical escalations and cross-functional collaboration.

Familiarity with support metrics and reporting.

Familiarity with ticketing/CRM tools; Salesforce is a plus.

Strong customer-first mindset and ability to work in a fast-paced environment.