Customer Support Team Lead (USA/Canada)

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Requirements:

• 2+ years of coaching experience in mentoring and guiding team performance.
• 2+ years of team leader experience managing operations and team culture.
• 2+ years of customer service experience ensuring service quality.
• Strong communication skills for clear feedback and stakeholder communication.
• Problem-solving mindset to identify performance gaps and implement solutions.
• Ability to manage under pressure while maintaining quality.
• Proven track record in setting and achieving SMART goals.

Responsibilities:

• Closely monitoring agent performance to maintain quality assurance scores above 90%.
• Providing frequent coaching based on QA feedback, metrics, and customer survey responses.
• Occasionally handling angry customer escalations.
• Ensuring schedule adherence and productivity levels.
• Maintaining coaching logs and providing written feedback.
• Navigating support tools like Zendesk, Metabase, and Five9.
• Listening to team feedback and resolving conflicts.
• Initiating consequence management for low performers.
• Delegating tasks to promote team development.
• Leading team-building activities for motivation.