Team Lead - Customer Support

Job Summary:

We are seeking a proactive and experienced Customer Support Team Leader to guide, mentor, and support our customer success team. The ideal candidate will be responsible for driving customer satisfaction, improving team performance, and ensuring the team follows best-in-class support practices. Youll play a pivotal role in creating SOPs, improving KPIs, and maintaining a high standard of service excellence.

How you will make an impact:

Team Leadership & Supervision:

- Lead, motivate, and mentor the Customer Success team to deliver exceptional service to our customers.

Performance Management:

- Set clear performance goals for the team and track KPIs such as retention rates, Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT).

Training & Development:

- Plan and conduct regular training sessions, workshops, and upskilling initiatives to ensure team members

remain knowledgeable and effective.

Process Compliance:

- Ensure adherence to customer success best practices and internal protocols across all interactions.

SOP Creation & Implementation:

- Develop and implement new Standard Operating Procedures (SOPs) to enhance customer support operations and ensure consistency in service delivery.

We are looking for people who:

- Proven experience in a customer support or customer success leadership role.

- Strong understanding of customer experience metrics and tools.

- Excellent communication, coaching, and conflict-resolution skills.

- Ability to create and implement scalable support processes.

- Strong analytical skills with a data-driven mindset.

- Experience in tech-based customer support teams.

- Familiarity with CRM and ticketing systems like Zendesk, Freshdesk, or Salesforce.