Tier Two Team Lead - Customer Support - Remote

Overview

As a Tier Two Team Lead, you’ll play a crucial role in our customer support operations, overseeing a small team of Tier Two Support agents and ensuring effective resolution of complex support inquiries.

In Short

• Provide expert-level customer support, resolving complex or escalated issues.
• Act as a point of contact for Tier Two team members, offering guidance and handling escalations.
• Maintain a strong customer-centric mindset, ensuring all solutions prioritize satisfaction.
• Mentor and coach team members to foster skill development and professional growth.
• Monitor and evaluate team performance metrics, ensuring alignment with company goals.
• Facilitate communication between the support team and other departments.
• Use customer data and performance metrics to inform decisions.
• Clearly articulate support processes and updates to the team.
• Encourage team engagement by fostering a supportive work environment.
• Act as a role model by demonstrating core organizational values.

Requirements

• Proven experience in customer support with a deep understanding of support operations.
• Leadership experience, including mentoring or managing small teams.
• Excellent communication skills, both verbal and written.
• Ability to analyze data to drive decisions and improve performance.
• Strong organizational and time-management skills.

Benefits

• Work in a growing and profitable company.
• Be part of a supportive and collaborative team culture.
• Opportunities for professional growth and development.
• Flexible working environment.