Team Lead Customer Support

Position Overview

We are seeking an experienced Team Lead - Customer Support to join our dynamic team in a cloud-based messaging platform company. The ideal candidate will have a strong background in customer support management with hands-on experience in leading teams driving performance and ensuring high service standards.

This role involves managing a team of support agents enhancing performance coaching and ensuring customer satisfaction at all levels. Experience with Salesforce and Zoho CRM platforms is essential for support workflow management and operational efficiency. The ideal candidate should also have experience handling US clients and providing B2B support in a cloud-based or SaaS environment.

Key Responsibilities

Team Leadership

• Lead and manage a team of customer support agents ensuring smooth daily operations task assignments and optimal performance.
  

• Act as the point of contact for escalations and provide quick resolutions.
  

Performance Management

• Develop implement and track performance metrics KPIs and team goals.
  

• Assess individual and team performance providing constructive feedback to drive continuous improvement.
  

Coaching & Development

• Provide mentorship and development opportunities for team members.
  

• Foster a positive team culture and support agents in enhancing their skills.
  

Quality Monitoring

• Conduct quality assurance (QA) monitoring to ensure customer interactions align with company standards and best practices.
  

• Provide feedback and ensure compliance with service level agreements (SLAs).
  

Customer Support Operations

• Oversee the day-to-day operations of the customer support team ensuring:
  

  • Efficient ticket management
    

  • Timely responses
    

  • Issue resolution
    

• Streamline processes and improve overall team productivity.
  

Reporting & Analysis

• Generate regular customer support reports including:
  

  • Ticket volumes
    

  • Resolution times
    

  • Customer satisfaction metrics
    

  • Agent performance
    

• Present findings to senior management and propose process improvements.
  

Tool Management & Integration

• Utilize and manage Salesforce and Zoho for ticketing CRM and reporting.
  

• Ensure effective tool usage and assist with troubleshooting when needed.
  

Escalation Management

• Address and resolve escalated customer issues ensuring timely and effective solutions.
  

• Act as a liaison between customers and senior management when necessary.
  

Cross-Functional Collaboration

• Work closely with Product Engineering and other departments to:
  

  • Address customer feedback
    

  • Identify pain points
    

  • Advocate for platform improvements
    

Process Improvement

• Identify opportunities for optimization in support processes.
  

• Propose and implement initiatives to enhance service quality and operational efficiency.
  

Requirements

Requirements

Experience & Industry Knowledge

• 8 years of experience in customer support with at least 2 years in a leadership role as a Team Lead or Supervisor in a cloud-based or SaaS platform.
  

• Strong understanding of cloud-based messaging platforms customer support operations and performance management best practices.
  

Technical Skills

• Hands-on experience with Salesforce and Zoho CRM (mandatory).
  

• Familiarity with other support tools such as Zendesk Freshdesk is a plus.
  

Leadership & Management

• Proven ability to lead manage and motivate teams.
  

• Experience in coaching conducting performance reviews and implementing improvement plans.
  

Customer-Centric Mindset

• Strong focus on customer satisfaction and relationship management.
  

• Ability to handle escalations professionally and ensure excellent service delivery.
  

Communication & Interpersonal Skills

• Excellent written and verbal communication skills.
  

• Ability to clearly articulate information and provide constructive feedback.
  

Problem Solving & Decision Making

• Strong analytical and problem-solving skills.
  

• Ability to quickly assess situations and deliver effective solutions.
  

Education

• Bachelor s degree in Computer Science Engineering or a related technical field (mandatory).
  

Desired Skills

• Experience in performance management and developing team processes in a fast-paced environment.
  

• Ability to handle difficult situations with empathy and professionalism.
  

• Familiarity with cloud technologies SaaS platforms and messaging services is a plus.
  

• Knowledge of data analytics and performance measurement tools.
  

Benefits

What Will Drive Your Success

To thrive in this role you should:

• Lead with Impact Inspire mentor and motivate your team to exceed customer expectations.
  

• Own the Customer Experience Ensure every interaction adds value and strengthens relationships.
  

• Be Data-Driven Use insights to make informed decisions optimize workflows and improve efficiency.
  

• Master the Tools Leverage Salesforce Zoho CRM and other support platforms to drive automation and enhance service quality.
  

• Stay Agile & Adaptive Work in a fast-paced environment handling complex customer issues with professionalism and empathy.
  

• Collaborate for Success Partner with Product Engineering and other teams to implement customer feedback and improve the platform.
  

• Drive Continuous Improvement Identify gaps propose solutions and implement best practices to enhance service operations.