Team Lead - Customer Support

Responsibilities: Team Leadership & Management: Lead, mentor, coach, and motivate a team of customer support representatives to achieve individual and team goals. Conduct regular one-on-one performance reviews, provide constructive feedback, and develop individual development plans. Manage team schedules, ensure adequate coverage, and approve time off requests. Participate in the recruitment, onboarding, and training of new team members. Performance Monitoring & Improvement: Monitor team performance against key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction (CSAT), and quality scores. Analyze performance data to identify trends, root causes of issues, and areas for improvement. Implement corrective actions and initiatives to enhance team efficiency and effectiveness. Customer Issue Resolution: Act as the first point of escalation for complex or challenging customer issues that cannot be resolved by frontline team members. Intervene in diff...