L1 Tech Support Team Lead - Work from Home

A growing organisation in the electric vehicle charging sector is seeking a proactive Frontline Support Team Lead to oversee daily support operations and lead a high-performing frontline team. This hands‑on role combines people leadership, service delivery, and direct case resolution, ensuring customer enquiries are handled efficiently and within SLA while supporting the reliability of EV charging services.

Responsibilities

• Lead the day-to-day operations of the frontline support team, including case assignment, workload balancing, and shift coverage to ensure adequate support at all times
• Ensure customer enquiries are resolved efficiently and within SLA, with all frontline support tickets actioned within 6 hours while maintaining high customer satisfaction
• Conduct daily assessments of case volumes and reassign work as needed, accounting for rest days, leave, and holidays
• Manage shared email inboxes and ensure all customer emai...