Customer Support Team Lead

Team Leads are responsible for leading a team of Support agents, for business-to-business or business-to-consumer practices. Team Leads deliver quarterly performance evaluations, perform bi-annual career discussions, career development discussions and successfully address performance gaps without supervision.  

What You'll Do

• Support and coach team members to achieve KPIs  
• Serve as an escalation point and backup for Managers  
• Review team interactions to identify coaching opportunities and ensure progress of open tickets 
• Provide feedback to associates through formal coaching evaluations on random calls and tickets and through live observations
• Review KPIs, supporting metrics, and scheduled reports to proactively address customer needs and coach the team 
• Advocate for customers on escalated tickets or during major incidents 
• Provide frontline coverage during peak volume/ seasons 
• Le...