Senior Customer Support Team Leader

Senior Customer Support Team Leader

Job Summary

The Senior Customer Support Team Leader is responsible for coaching and developing a high-performing team of customer support representatives while serving as a key partner to our clients. This role combines hands-on team leadership with strategic analysis, focusing on improving key performance indicators, enhancing the customer experience, and driving long-term client success through data-backed insights and proactive solutions.

Key Responsibilities

Team Leadership & Performance Management

• Coach, mentor, and develop members of the Customer Support team, fostering a culture of continuous improvement and accountability.
• Prioritize, plan, and assign tasks to the team, ensuring the timely and successful delivery of solutions in line with business Service Level Agreements (SLAs).
• Monitor and report on individual and team Key Performance Indicators (KPIs) to drive ...