Customer Support Team Leader

As a Customer Support Team Leader, you will oversee the day-to-day operations of a US-focused customer support team. Your primary responsibility is to lead, coach, and develop the team while ensuring a consistently excellent customer experience. You will also play a key role in improving support processes, documentation, and automation, working closely with cross-functional teams to drive operational excellence.

This role is ideal for a hands-on leader who enjoys balancing people management with operational improvement in a fast-paced, global environment.

Key Responsibilities

Team Leadership & Development

• Lead and manage a team of customer support professionals, including regular one-on-ones and performance reviews.

• Provide ongoing coaching and feedback to support skill development and improve customer outcomes.

• Foster a positive, collaborative team culture focused on accountability and growth.

• Partner closely with your manager to share insights on team performance, engagement, and development needs.

• Coordinate team schedules and leave to ensure appropriate coverage.

• Facilitate regular team meetings and stand-ups to support alignment and problem-solving.

Support Operations & Process Improvement

• Handle complex customer inquiries and manage escalations effectively.

• Drive continuous improvement of help documentation and support automation.

• Contribute to internal customer experience guidelines and ensure best practices are followed.

• Support the design and delivery of onboarding and training programs.

• Oversee customer communication channels and support tools (e.g., chat, voice, ticketing systems).

Cross-Functional Collaboration

• Support team members in working with other departments to resolve complex issues.

• Act as the voice of the customer in cross-functional discussions.

• Partner with Product, Engineering, and Marketing teams to support product launches, enhancements, and ongoing improvements.

Required Skills & Experience

• Proven experience leading and developing customer support teams.

• Strong coaching, mentoring, and people management skills with a high level of empathy and accountability.

• Excellent English communication skills (written and verbal).

• Experience conducting effective one-on-ones, performance reviews, and coaching sessions.

• Hands-on experience with omni-channel customer support environments.

• Proficiency with customer support tools (e.g., CRM, telephony, live chat platforms) and ability to train others.

• Strong understanding of support workflows, escalation management, and process optimization.

• Experience collaborating with cross-functional stakeholders on shared initiatives.

• Familiarity with quality assurance programs and performance metrics.

• Strategic mindset combined with a practical, hands-on approach.

Performance Indicators

• Team engagement, retention, and development outcomes.

• Improvement in customer satisfaction and response/resolution times.

• Successful delivery of support initiatives and process improvements.

• Effective execution of performance reviews and coaching plans.

• Increased efficiency and accuracy through tooling and workflow optimization.

• Positive contribution to cross-functional collaboration and customer-centric initiatives.