Team Leader - Operations

Team Leader - Customer Support Job Description:

Role Overview:

Lead a team of customer support agents, ensuring exceptional service delivery, issue resolution, and driving team performance.

Key Responsibilities:

- Manage a team of support agents, provide coaching, and drive performance improvements.

- Handle escalated customer issues and ensure timely resolution.

- Monitor team metrics (CSAT, response time, resolution rate) and implement improvements.

- Develop and execute strategies to enhance customer satisfaction and retention.

- Collaborate with other teams (product, training, QA) to improve support processes.

- Conduct performance reviews, provide feedback, and support agent growth.

Requirements:

- 3–5 years of customer support experience, with at least 1 year in a leadership role.

- Excellent communication and problem-solving skills.

- Experience with customer support tools (CRM, ticketing systems).

- Strong analytical and leadership skills.

- Customer-centric mindset with ability to drive results.