Support Team Lead

As the Team Lead in Customer Support, you will be responsible for overseeing a team of customer service representatives. You will ensure that our customers receive timely, effective, and friendly support while fostering a positive team environment. This role requires a combination of leadership, communication, and problem-solving skills.

• Lead and mentor a team of customer support representatives, providing guidance and support. Perform monthly one on one’s.
• Monitor team performance, setting clear goals and expectations to achieve KPIs. Send out performance metrics to agents along with QA weekly.
• Handle escalated customer inquiries and resolve complex issues efficiently.
• Conduct weekly team meetings and assist as needed with monthly in person trainings to promote continuous improvement.
• Collaborate with other departments to enhance customer experience and feedback processes.
• You will be assigned an area of expertise.  You will need to be familiar with all the processes, systems and policies related to your area of expertise so you can be a resource for our team.
• As needed, develop training materials and onboarding programs for new team members, as well as helping to keep articles and knowledge bases updated. 
• Analyze customer feedback and team performance metrics to identify areas for improvement.  Provide constructive feedback to team members when correction is needed.
• Keep informed about products, systems, and processes to deliver knowledgeable support and ensure the team is up to date.
• Assist with and assign extra tasks necessary for managing customer issues.
• Manage scheduling for your assigned team, ensuring that each day has the necessary coverage.
• Other tasks as assigned by manager. 

• Strong communication and interpersonal skills. 
• Ability to have crucial conversations.
• Oversee and manage all aspects of the employee lifecycle, including onboarding, performance management, and, when necessary, offboarding or employment termination in accordance with company policies and legal guidelines.
• Ability to motivate and develop team members.
• Proficiency in customer support software and tools.
• Capability to train and maintain in-depth knowledge for every area of Angel's support team.
• Problem-solving mindset with a focus on customer satisfaction. Looking for positivity and a “solutions based” approach to problems. Flexibility to adapt to changing priorities and handle high-pressure situations.3+ years of experience in customer support, with at least 1 year in a leadership role
• This position generally requires a commitment of at least 40 hours per week. While regular weekend scheduling is not required, you will need to remain on call during peak hours, including evenings and weekends, to support agents and address issues as they arise.
• A foundational understanding of the challenges and issues Angel Studios encounters in the customer support experience, along with innovative ideas to improve and enhance the experience for both customers and agents.