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.

• 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 emails are responded to within 6 hou...