Support Team Leader L1

The L1 Support Team Leader is an experienced people leader responsible for managing a team of L1 Support Representatives, ensuring operational excellence, driving team performance, and improving processes. This role handles complex leadership scenarios, contributes heavily to quality, training, and continuous improvement efforts, and acts as a key operational anchor for the L1 organization. Regularly addresses complex staffing, performance, customer escalation, and operational challenges with minimal guidance. Influences improvements beyond the immediate team and contributes meaningfully to support-wide initiatives.

Responsibilities:

• Lead, coach, and develop a full team of L1 Support Representatives, including performance management.
• Conduct structured 1:1s, team meetings, and continuous coaching to improve overall team capability.
• Manage operational KPIs (SLA, CSAT, backlog, resolution speed, etc. ) and create action plans to maintain or improve performance.
• Handle complex escalations, customer-critical situations, and operational incidents with autonomy.
• Performs detailed ticket audits and provides structured, actionable feedback.
• Can turn complex problems into simpler ones for prompt resolution.
• Successfully helps unblock complex issues for the team or takes ownership of those when required.
• Drives training initiatives and displays end-to-end ownership of the trainee onboarding process.
• Identifies and analyzes operational trends; proposes and leads improvement initiatives proactively.
• Partners with internal teams to address recurring issues or raise systemic concerns.
• Can proactively identify customer-sensitive situations/scenarios, provide visibility of those to the corresponding audience, and come up with a proposed set of actions to successfully manage those to guarantee customer satisfaction.
• Promotes and leads training initiatives for the L1 team based on escalation trend analysis to reduce escalation ratios, increase L1 resolution power, and improve customer satisfaction.

Requirements:

• 5-7 years in technical support roles and 2+ years in technical team leadership.
• Demonstrated success managing KPIs and team performance.
• Results-oriented and analytical mindset.
• Strong experience handling escalations and operational incidents.
• Proven experience leading small- to medium-sized projects/initiatives.
• Strong technical foundation across OS, databases, networking, and API concepts.
• Seen as a reliable go-to leader for the L1 support team in seeking guidance, assistance, and unblocking complex scenarios.
• Deep understanding of support operations, SLAs, and workload management.
• Advanced ability to interpret data, trends, and performance metrics and utilize those to come up with solutions and tangible actions proactively.
• Skilled in coaching, conflict resolution, and escalation handling.
• Strong communication skills with customers and internal stakeholders of different levels.
• Able to adapt the communication style depending on the audience.
• Skilled at building presentations, reports, and analysis.
• Holds a strong understanding and displays full awareness of the operation's main KPI, both from a real-time and historical trend standpoint.
• Skilled at identifying relevant changes in KPI trends, finding out the reasons behind those changes, and determining if any actions are deemed necessary for correction.