Team Lead, Customer Support

Team Leads are responsible for leading a team of Support agents, for business-to-business or business-to-consumer practices.Team Leads deliver quarterly performance evaluations, perform bi-annual career discussions, career development discussions and successfully address performance gaps without supervision.

What youll do:

• Support and coach team members to achieve KPIs

• Serve as an escalation point and backup for Managers

• Review team interactions to identify coaching opportunities and ensure progress of open tickets

• Provide feedback to associates through formal coaching evaluations on random calls and tickets and through live observations

• Review KPIs, supporting metrics, and scheduled reports to proactively address customer needs and coach the team

• Advocate for customers on escalated tickets or during major incidents

• Provide frontline coverage during peak volume/ seasons

• Leverage knowledge and resources to effectively handle the most complex needs or provide guidance to team members on how to resolve

• Author and publish help content to improve self-service resources

• Stay informed on product changes and rapidly learn information about functionality changes

• Join a rotation of on-call resources for customers afterhours and on weekends

What youll bring:

• You have experience in working with senior leadership on process improvement

• You are naturally diplomatic and tactful, creating good working relationships easily

• You communicate professionally including experience composing grammatically correct, concise and accurate customer responses

• You have experience asking critical questions and probing for information to facilitate problem solving

• You are undaunted by stressful or uncertain situations and adapt quickly to change

• You take a creative approach to solving difficult situations and problems

• You are motivated by achieving goals and helping others achieve results

• You delegate as needed to accomplish goals within a timeline

• Ability to work US hours Eligible for shift differential compensation

• Advanced level of English

• Previous technical troubleshooting experience preferred

• Proficient in Spanish is a plus