Customer Support Team Lead

SKELARMental Wellbeing

Global, RemoteFull-TimeLead

Salary not disclosed

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Job Details

Languages: English

Requirements

Proven Leadership in Support or CX
Analytical Mindset (reading metrics, data-driven decisions)
Structural Thinking (seeing the big picture)
Agility & Speed (adapting to changes)
Proactive Ownership (critical thinking, continuous improvement)
People-First Approach (creating trust and engagement)
Experience in a product company (plus)
Passion for Mental Wellbeing (plus)
Advanced English Proficiency (plus)

Responsibilities

Lead and scale customer support teams
Mentor Shift Leads to develop their potential
Control agent workload and productivity
Ensure 24/7 support operations and SLA adherence
Build, test, and improve support processes
Automate routine tasks to free time for complex cases
Develop KPI and bonus systems based on data
Ensure synchronization within the department
Unite team efforts to resolve operational issues quickly
Strategically plan workforce for 24/7 coverage
Manage hiring to strengthen culture and business growth
Collaborate with the operational team for AI-agent training

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