Customer Support Lead

Reporting to the Customer Success Manager, the Customer Support Lead provides guidance to a team of customer support professionals. The role focuses on maintaining high-quality 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 customer-focused 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.

Experience

• Minimum of 3-5 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

• Bachelor's degree in Business, Information Technology, or a related field.

Skills

• Strong communication skills to effectively manage customer and team interactions.
• Excellent problem-solving skills to efficiently resolve customer issues and improve service processes.