Customer Support Lead
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Reporting to the Customer Success Manager the Customer Support Lead provides guidance to a team of customer support professionals. The role focuses on maintaining highquality customer service and ensuring effective issue resolution within established guidelines.
Strategic Responsibilities
- Assist the Customer Success Manager in implementing strategies that enhance customer support efficiency and quality.
- Monitor support metrics to ensure alignment with organizational objectives and KPIs.
- Promote a collaborative and customerfocused culture within the team.
Operational Responsibilities
- Oversee daily activities of the customer support team ensuring adherence to standard operating procedures.
- Provide coaching and training to team members to improve customer service skills and technical knowledge.
- Act as a secondary escalation point for challenging customer inquiries ensuring timely resolution.
- Conduct regular performance assessments and provide feedback to the Customer Success Manager on team progress.
- Assist with updating and maintaining support documentation and processes.
Requirements
Experience
- Minimum of 35 years of experience in customer support ideally within the telecom or technology sectors.
- Proven ability to coach and lead a customer support team effectively.
Education
- Bachelors degree in Business Information Technology or a related field.
Skills
- Strong communication skills to effectively manage customer and team interactions.
- Excellent problemsolving skills to efficiently resolve customer issues and improve service processes.
Employment Type
Full Time
