Team Leader, Customer Support
Skills
B2CBase PayCareer DevelopmentCustomer ExperienceCustomer InteractionDashboardsFederal Law
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3+ years of customer service or closely related experience
- Leadership or team lead experience
- Experience managing five or more direct reports preferred
- Background in a B2C technology company preferred
- Familiarity with Looker or similar reporting tools preferred
- Experience using Intercom preferred
Nice to have
- Supportive
- Accountable
- Analytical
- Customer-focused
- Collaborative
Day to day
- Coach and develop Operations Associates through regular support and career guidance.
- Handle customer interactions directly when needed and serve as a product expert for the team.
- Monitor chat and email volume and use dashboards to keep service timely and aligned to goals.
- Lead cross-functional escalations, share frontline insights, and drive process improvements that elevate the customer experience.