Team Lead Customer Support (Remote)

We are seeking a highly motivated and experienced Customer Support Team Lead to join our growing support team. You will work alongside another Team Lead to co-manage the daily operations of the team, including scheduling, metrics tracking, onboarding, and maintaining internal resources. The ideal candidate will possess a strong background in SaaS, Zendesk, and eCommerce, and will be responsible for leading and mentoring our customer support team to ensure exceptional service delivery and customer satisfaction. This is a hands-on leadership role where you will also assist with support tickets as needed, ensuring smooth operations and exceptional customer experiences. Experience with Zendesk is required.

Key Responsibilities

• Team Leadership: Co-lead a customer service/support team, sharing responsibilities with another team lead to ensure effective management and operational excellence.
• Customer Service Excellence: Ensure a high level of customer satisfaction through effective management of team performance and handling of customer issues.
• Training and Development: Oversee the onboarding and continuous training of new and existing team members, ensuring they are set up for success. Maintain up-to-date internal knowledge resources and documentation.
• Process Improvement: Identify opportunities for process improvements, enhance the efficiency of the team, and collaborate with the other Team Lead to implement changes.
• Performance Metrics: Track and analyze team performance metrics, including response times, ticket resolution rates, customer satisfaction (CSAT), and SLA adherence. Report findings and suggest improvements that include action plans to address areas of improvement.
• Collaboration: Work closely with other departments, such as Product, Sales, and IT, to escalate and resolve customer issues and provide feedback to improve product and service offerings.
• Zendesk Management: Utilize Zendesk to manage customer support tickets, ensure timely and accurate responses, and ensure optimal use of the platform for support operations.
• Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement and communicate findings to relevant stakeholders.
• Documentation: Maintain and update customer support documentation, FAQs, and knowledge base to ensure accuracy and accessibility.
• Scheduling & Coverage: Develop and manage team schedules to ensure proper coverage across all shifts. Coordinating with the other Team Lead to maintain balanced workloads and handle time-off requests.
• Ticket Handling: Serve as a point of escalation for more complex or urgent tickets. Assist the team by working tickets directly, when necessary.

Qualifications

• 3+ years of experience in customer support, with at least 1 year in a supervisory or team lead role with the ability to manage both people and processes.
• Strong experience with SaaS platforms, Zendesk, and eCommerce operations.
• Excellent communication and interpersonal skills, with the ability to motivate and lead a team effectively.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Proven ability to manage multiple tasks and projects simultaneously, while maintaining attention to detail.
• Customer-centric mindset with a passion for delivering outstanding customer service.
• Experience with tracking and analyzing performance metrics and identifying improvement opportunities.
• Ability to work collaboratively with other team leads and departments.
• Bachelor’s degree in Business Administration, Information Technology, or a related field preferred.