Job Description:

We are seeking a dynamic and experienced Customer Support Lead to join our team. As the

Customer Support Lead, you will be responsible for managing and overseeing our customer

support team to ensure exceptional service delivery to our clients. You will play a crucial role in

maintaining high customer satisfaction levels and building strong relationships with our clientele.

Responsibilities:

 Manage and lead a team of customer support representatives, providing guidance, training, and

mentor-ship to ensure exceptional service delivery.

 Develop and implement customer service policies, procedures, and standards to optimize

efficiency and effectiveness.

 Monitor team performance and KPIs, identifying areas for improvement and implementing

strategies to enhance productivity and customer satisfaction.

 Handle escalated customer inquiries and complaints, resolving issues promptly and effectively to

ensure a positive customer experience.

 Collaborate with cross-functional teams, including Sales, Product Development, and Operations,

to address customer needs and enhance the overall customer journey.

 Analyze customer feedback and data to identify trends and insights, driving continuous

improvement initiatives.

 Stay updated on industry trends and best practices in customer support to enhance service

delivery and maintain a competitive edge.

Requirements:

 Bachelor’s degree in Business Administration, Marketing, or related field.

 Proven experience (2+ years) in a customer support or customer service management role.

 Strong leadership and management skills, with the ability to inspire and motivate team

members to achieve goals and objectives.

 Excellent communication and interpersonal skills, with the ability to interact effectively with

customers and team members at all levels.

 Solid understanding of customer service principles and practices, with a Customer-centric

mindset.

 Analytical mindset with the ability to interpret data and metrics to drive decision-making and

process improvements.