Customer Support Team Lead

Job Summary

A company is looking for a Customer Support Team Lead.

Key Responsibilities

• Monitor agent performance to maintain quality assurance scores above 90%
• Provide coaching based on QA feedback and metrics, and handle customer escalations
• Maintain coaching logs, delegate tasks, and lead team-building activities

Required Qualifications

• 2+ years of coaching experience in a customer service environment
• 2+ years of management experience overseeing a customer service team
• 2+ years of customer service experience in a customer-facing role
• Experience in setting and achieving SMART goals
• Strong product and process knowledge to effectively train agents