About the role
This is a founding Team Lead position where you'll be responsible for building and leading a high-performing customer support team serving US-based customers. The role requires someone who can drive operational excellence, coach team members, manage performance, and ensure an exceptional customer experience.
Responsibilities:
- Lead, mentor, and develop a team of customer support associates.
- Monitor team performance through key metrics such as CSAT, FCR, AHT, and SLA adherence.
- Conduct regular coaching sessions, performance reviews, and quality audits.
- Handle customer escalations and ensure timely resolution.
- Manage onboarding and training of new team members.
- Coordinate scheduling, workload planning, and resource allocation.
- Collaborate with cross-functional teams to improve customer experience and operational processes.
- Foster a culture of accountability, ownership, and continuous improvement.
Requirements:
- 4+ years of experience in Customer Service or Customer Support.
- At least 2 years of experience leading a customer support team.
- Experience supporting international customers (US/UK preferred).
- Strong experience in Email and Chat (non-voice support).
- Hands-on experience with Zendesk.
- Familiarity with collaboration tools such as Slack and project management tools like Asana (or similar).
- Strong communication, coaching, and stakeholder management skills.
- Experience managing team KPIs, quality metrics, and escalations.
- Prior experience in SaaS, Product, E-commerce, or BPO environments is preferred.