Customer Support Team Leader (Chat)

As a Chat Support Team Leader, you will oversee and guide a team of chat support agents. You'll ensure high quality service through chat channels, meet performance and customer satisfaction metrics, manage escalations, mentor agents, and continuously improve processes. You'll act as the bridge between agents and senior management, ensuring operational excellence and excellent customer experience.

Key Responsibilities

• Lead, coach, mentor, and motivate a team of chat support agents to achieve high performance, quality, and customer satisfaction.
• Monitor daily performance metrics (e.g. response time, resolution time, average handle time (AHT), customer satisfaction (CSAT), first contact resolution (FCR)) and ensure SLAs are met.
• Conduct regular 1‑on‑1s, performance reviews, feedback sessions, and coaching to help agents improve.
• Handle escalated chats / issues that are beyond the agents' scope; ensure proper resolution and...