Support Specialist Team Lead

This role involves leading and developing a team of support specialists, focusing on improving key performance indicators and ensuring efficient daily operations. You will be instrumental in maintaining high-quality customer support and driving process improvements.

🎯 About the Role

You will manage, coach, and develop a team, taking ownership of KPIs like productivity, quality, and customer satisfaction. This position requires investigating complex cases using SQL and acting as a primary escalation point, contributing to a robust client operations environment.

🛠️ Key Responsibilities

• 🛠️ Recruit, manage, coach, and develop a team of support specialists.
• 🛠️ Own and improve team-level KPIs (productivity, quality, CSAT, AHT, SLA/TAT, backlog, etc.).
• 🛠️ Monitor daily operations, assign priorities, manage workload and backlog.
• 🛠️ Use SQL to investigate complex cases, validate records, and guide resolution notes.
• 🛠️ Own escalated, sensitive, or ambiguous cases as primary escalation point.
• 🛠️ Drive governance through daily huddles, KPI reviews, and SOP adherence.
• 🛠️ Identify recurring defects, process gaps, and recommend improvements/automations.
• 🛠️ Partner with cross-functional teams to reduce escalations and improve contributor experience.

✅ Requirements & Skills

• ✅ 5+ years in customer support, operations, or customer experience, including team mentoring or escalation ownership.
• ✅ 3+ years in people management, with a proven record of owning and improving team-level KPIs.
• ✅ Experience with ticketing tools such as Zendesk, Freshdesk, or Slack.