Support Team Lead

The Support Team Lead is responsible for overseeing the daily operations of the support team as well as participating as an active member of the team.

As a team lead, this position will deliver exceptional support to customers through phone, email, and chat. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training.

This position is an advocate in the overall culture, vision, and values of the company. 

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RESPONSIBILITIES

• Oversee the day-to-day operations of the Support Team
• Act as a senior agent who will drive customer satisfaction through customer support
• Provide direct supervision of the support staff which may include: recruitment, evaluations, and disciplinary actions
• Act as a mentor and provide oversight, coaching, and training to support staff
• Be the point of contact when it comes to escalations
• Record and track team SLAs and workflows
• Provide support where needed for both internal and external customers
• Clearly communicate escalated issues to product managers as needed
• Manage and report on all incoming support inquiries
• On-board all new support team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery for new product and feature releases
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team
• Provide a feedback loop to wider staff and customers on resolved and in-progress problems and incidents
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all support related processes and documentation for continuous improvement
• Assist in the creation and implementation of customer self-service material and tools
• Evaluate and analyze case trends to prevent future issues