Full-Time Customer Support Lead

About the Role:

We are looking for a seasoned and passionate Customer Support Lead to help take our support team to the next level. This role is more than just managing day-to-day operations; it’s about leading with vision, fostering a culture of excellence, and driving proactive problem-solving. As a key player in our leadership team, you will guide, inspire, and develop a group of talented Customer Support Specialists, ensuring they deliver outstanding support experiences that exceed expectations. The role reports directly to the Director of Customer Support. 

Key Responsibilities:

• Leadership & Team Development: Lead, mentor, and inspire a team of Customer Support Specialists, fostering a collaborative and high-performance environment. Provide clear direction, and continuous coaching, and build strong relationships that empower your team to excel.
• Performance Management: Own team performance metrics, including SLAs, CSAT, and other KPIs. Regularly assess team and individual performance, identify gaps, and implement targeted coaching to drive improvement and achieve excellence.
• QA Review: Oversee the quality assurance process for your team members, ensuring that customer interactions meet our high standards. Conduct regular QA reviews, provide feedback, and work with team members to implement improvements.
• Project Management: Lead and contribute to customer support-related projects as needed, driving initiatives that improve team performance, customer satisfaction, and efficiency.
• Operational Efficiency: Manage the ticket queue and allocate resources effectively to ensure timely resolution of customer inquiries. Anticipate potential roadblocks and proactively address them to maintain smooth operations.
• Process Optimization: Continuously evaluate and refine support processes to enhance efficiency and customer satisfaction. Implement innovative solutions to reduce recurring issues and improve overall channel performance.
• Cross-Functional Collaboration: Partner closely with Operations, Account Management, and Product teams. Provide critical feedback on feature requests, participate in bug escalations, and contribute to prioritization discussions to ensure seamless customer experiences.
• Escalation Management: Take ownership of complex customer escalations, delivering swift and satisfactory resolutions while maintaining a high level of customer trust and loyalty.
• 5+ years of experience in customer support or a related customer-facing role, with a minimum of 2 years in a leadership or people management position.
• Proven track record in managing and developing high-performing teams.
• Strong analytical skills, with the ability to leverage data to drive decisions and improvements.
• Deep commitment to delivering exceptional customer experiences and a proactive approach to solving customer problems.
• Excellent communication skills, both written and verbal, with the ability to influence and motivate others.
• Empathy-driven leadership with a genuine passion for building strong, lasting relationships with both team members and customers.
•  A self-motivated, creative, and proactive problem-solver who takes ownership of challenges and delivers solutions.
• Highly organized, detail-oriented, and process-focused with a knack for improving operational efficiencies.
• Proficient in Zendesk or similar customer support software.
• Exceptional time management skills with the ability to juggle multiple priorities effectively.
• Strong skills in customer de-escalation and conflict resolution.