Tier I Support Team Lead

The Impact You’ll Have

• Lead and develop frontline agents
• Own coaching and development for a pod of Tier I agents through structured 1:1s, live call/chat coaching, and timely feedback
• Build confidence and capability while holding a high bar for performance, ownership, and customer experience
• Identify skill vs. will gaps and address them directly through coaching or performance management
• Own quality, accuracy, and consistency
• Reinforce SOPs, workflows, and decision frameworks consistently
• Partner with QA to calibrate expectations, address trends, and translate QA insights into clear coaching actions
• Ensure tone, accuracy, and adherence meet expectations—not just CSAT
• Drive daily execution and results
• Actively monitor SLA, productivity, schedule adherence, attendance, and CSAT
• Stay close to the floor to identify risks early and intervene quickly
• E...