Support Team Lead

Job Description:

As a Support Team Lead, you will lead and mentor support teams to deliver exceptional client service for portfolio companies and clients. This remote, full-time role (with flexibility for part-time arrangements) offers the opportunity to work with global teams, enabling you to oversee support operations, resolve client issues, and ensure timely and effective service delivery. You will play a key role in maintaining strong client relationships and supporting business growth.

Job Responsibilities:

• Lead and mentor support teams, ensuring high performance and productivity.
• Oversee support operations, including phone, email, and chat support.
• Resolve complex client issues and escalate cases to the appropriate teams.
• Develop and implement support policies and procedures to improve efficiency and effectiveness.
• Monitor and report on support metrics, providing actionable insights for improvement.
• Collaborate with internal teams to resolve client issues and improve service delivery.
• Conduct regular training sessions to enhance team skills and knowledge.
• Stay updated on industry trends and best practices in support management.
• Ensure a high level of client satisfaction and retention through exceptional service.

Job Requirements:

• Education: Bachelor’s degree in Business Administration, Marketing, or a related field; equivalent experience accepted.
• Experience: 2+ years of experience in support management or a related role (open to less experienced candidates with strong potential).
• Skills:
  • Strong leadership and team management abilities.
  • Excellent communication and interpersonal skills.
  • Proficiency in support software (e.g., Zendesk, Freshdesk).
  • Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
  • Familiarity with CRM systems (e.g., Salesforce, HubSpot) is a plus.
  • Strong problem-solving and conflict resolution skills.
• Certifications: Relevant certifications (e.g., Support Team Lead Certification) are a plus but not required.

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