Trust & Risk Team Lead

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Requirements:

• 5+ years of support operations experience managing support KPIs such as CSAT.
• Strong leadership skills to motivate teams and manage performance.
• Experience driving operational excellence and performance management.
• Analytical skills with a data-driven approach to derive actionable insights.
• Knowledge of Zendesk and data platforms such as Sigma; familiarity with Excel or Google Sheets; SQL knowledge preferred.
• Experience in startups, marketplaces, or e-commerce is preferred.
• Familiarity with multichannel support operations (chat, email, sms, phone).
• Flexibility to work evenings, holidays, and outside standard hours.

Responsibilities:

• Lead team performance and drive results in productivity, quality, and customer experience.
• Manage, coach, and develop a team of support agents.
• Act as a subject matter expert on processes and operations.
• Handle Trust & Safety incidents on the platform.
• Identify and analyze performance metrics to improve team operations.
• Build a culture that generates valuable user insights.
• Enhance product, process, and overall business based on customer feedback.