Team Lead - Customer Support

Position Overview
We are seeking an experienced Team Lead - Customer Support to join our dynamic team in a cloud-based messaging platform company. The ideal candidate will have a strong background in customer support management, with hands-on experience in leading teams, driving performance, and ensuring the highest standards of service delivery. You will be responsible for managing a team of support agents, enhancing team performance, coaching, and ensuring customer satisfaction at all levels. Experience with Salesforce and Zoho CRM platforms is essential for managing support workflows and improving operational efficiency. The candidate must also have experience handling US clients and providing B2B support in a cloud-based or SaaS environment.

Key Responsibilities:

• Team Leadership:
  Lead and manage a team of customer support agents, ensuring smooth daily operations, task assignments, and optimal performance. Act as a point of contact for escalations and resolutions.
• Performance Management:
  Develop, implement, and track performance metrics, KPIs, and goals for the team. Regularly assess individual and team performance, providing actionable feedback to drive continuous improvement.
• Coaching & Development:
  Provide ongoing coaching, mentorship, and development opportunities for team members. Foster a positive team culture and help agents enhance their skills to meet and exceed customer expectations.
• Quality Monitoring:
  Conduct quality assurance (QA) monitoring, ensuring customer support interactions meet company standards and best practices. Provide feedback and ensure compliance with service level agreements (SLAs).
• Customer Support Operations:
  Oversee day-to-day operations of the customer support team, ensuring efficient ticket management, response times, and resolution of customer issues. Streamline processes and improve overall team productivity.
• Reporting & Analysis:
  Generate regular reports on customer support metrics, including ticket volumes, resolution times, customer satisfaction, and agent performance. Present findings to senior management and provide recommendations for process improvements.
• Tool Management & Integration:
  Utilize and manage Salesforce and Zoho platforms for ticketing, CRM, and reporting. Ensure the tools are being used effectively and assist with troubleshooting issues related to these platforms.
• Escalation Management:
  Address and resolve escalated customer issues, ensuring timely and effective solutions. Act as a liaison between the customer and senior management when needed.
• Cross-Functional Collaboration:
  Work closely with product, engineering, and other departments to address customer feedback, identify pain points, and advocate for improvements to the platform.
• Process Improvement:
  Identify opportunities for process optimization within the support function, proposing and implementing initiatives to enhance service quality and operational efficiency.

Requirements:

• Experience:
  Minimum of 8 years of experience in customer support, with at least 2 years in a leadership role as a Team Lead or Supervisor in a cloud-based environment or SaaS platform.
• Industry Knowledge:
  Strong understanding of cloud-based messaging platforms, customer support operations, and performance management best practices.
• Technical Skills:
  Hands-on experience with Salesforce and Zoho CRM tools is required. Familiarity with other customer support and team collaboration tools (e.g., Zendesk, Freshdesk) is a plus.
• Leadership & Management:
  Proven track record in managing and motivating teams, providing coaching, conducting performance reviews, and implementing performance improvement plans.
• Customer-Centric Mindset:
  Strong focus on customer satisfaction, with experience in managing customer relationships, addressing escalations, and ensuring excellent service delivery.
• Communication & Interpersonal Skills:
  Excellent written and verbal communication skills, with the ability to clearly articulate information and feedback to customers and team members alike.
• Problem Solving & Decision Making:
  Strong analytical skills with the ability to assess complex situations and provide effective solutions quickly.
• Education:Bachelor’s degree in Computer Science, Engineering, or a related technical field is required.

Desired Skills:

• Experience with performance management and developing team processes in a fast-paced environment.
• Ability to handle difficult situations with empathy and professionalism.
• Familiarity with cloud technologies, SaaS platforms, and messaging services is a plus.
• Knowledge of data analytics and performance measurement tools.