- Lead regular 1:1s with Tier 2 team members for development and coaching.
- Manage individual growth trajectories from onboarding through Tier 3 promotion.
- Design and deliver ongoing product training and develop training resources.
- Monitor team performance against key metrics including CSAT, response times, and QA scores.
- Conduct quality reviews and provide targeted coaching to drive performance improvement.
- Analyze performance trends and customer feedback to diagnose root causes.
- Manage team scheduling, PTO approvals, and coverage planning.
- Resolve complex escalations and serve as a connector between frontline support and leadership.
Data AnalysisCoachingQuality Assurance+1 more