Customer Support Team Leader

Responsibilities: Lead and manage a team of customer support agents to ensure they meet or exceed performance goals and targets Monitor and analyze team performance metrics to identify areas for improvement and implement appropriate action plans Conduct regular coaching and training sessions for team members to enhance their skills and knowledge Serve as the first point of escalation for complex customer issues and ensure timely resolution Collaborate with other departments to ensure cross-functional alignment and customer issue resolution Develop and maintain customer support policies, procedures, and best practices to ensure consistent service quality Continuously review and improve processes to enhance the overall customer experience Requirements: At least 3 years of experience in customer support, with at least 1 year in a supervisory or team leader role Strong leadership and people management skills Excellent communication skills, both oral and written Ability to analyze data and make data-driven decisions Strong problem-solving skills and ability to think creatively Ability to work well under pressure and handle multiple priorities simultaneously Experience with customer support software and tools