Responsibilities

As a Customer Support Team Lead, the individual will be responsible for closely monitoring agent performance based on quality, productivity, and attendance metrics, aiming to maintain quality assurance scores above 90%. They will provide frequent coaching to agents based on feedback, metrics, and customer survey responses, occasionally handling escalated customer issues, ensuring schedule adherence, maintaining coaching logs, and navigating support tools such as Zendesk, Metabase, and Amazon Connect. Furthermore, the role involves listening to team member feedback, resolving conflicts, initiating consequence management for low-performing team members, delegating tasks to build a learning culture, and suggesting/leading team-building activities.