Job Description
Reporting to the Customer Success Manager, the Customer Support Lead provides guidance to a team of customer support professionals. The role focuses on maintaining high-quality customer service and ensuring effective issue resolution within established guidelines.
Strategic Responsibilities - Assist the Customer Success Manager in implementing strategies that enhance customer support efficiency and quality.
- Monitor support metrics to ensure alignment with organizational objectives and KPIs.
- Promote a collaborative and customer-focused culture within the team.
Operational Responsibilities - Oversee daily activities of the customer support team, ensuring adherence to standard operating procedures.
- Provide coaching and training to team members to improve customer service skills and technical knowledge.
- Act as a secondary escalation point for challenging customer inquiries, ensuring timely resolution.
- Conduct regular performance assessments and provide feedback to the Customer Success Manager on team progress.
- Assist with updating and maintaining support documentation and processes.
