Customer Support Lead

About the role

An experienced and dedicated Customer Support Lead is sought to oversee the customer support team, ensure high-quality support for customers and drive continuous improvement in support processes and procedures.

Key responsibilities

• Lead and manage a team of customer support representatives, including hiring, training, coaching and performance management.
• Set clear goals and performance metrics for the team and monitor progress.
• Develop and implement customer support policies, procedures and best practices.
• Act as escalation point for complex customer issues and guide support representatives.
• Monitor support metrics and KPIs, analyse trends and identify improvement opportunities.
• Work with product development, sales and marketing to address customer needs and improve the customer experience.
• Run regular team meetings, training sessions and performance reviews.
• Stay up to date on industry trends, customer feedback and emerging technologies.

Required profile

• Proven customer support experience, with at least 2 years in a leadership or supervisory role.
• Strong leadership and management skills, able to motivate team members.
• Excellent communication and interpersonal skills with customers and colleagues.
• Strong problem-solving and decision-making skills.
• Ability to work in a fast-paced, dynamic environment.

Required skills

• Experience with customer support software and tools, such as CRM systems, ticketing systems and knowledge base software.