Customer Support Team Lead

Role Overview

We are seeking an experienced Customer Support Team Lead with 5+ years of customer service and sales/retention experience to drive frontline team performance, customer retention, and service excellence. In this role, you will lead daily operations, mentor support agents, drive plan upsells, and optimize support workflows to maximize customer lifetime value and satisfaction.

Key Roles & Responsibilities

• Team Leadership & People Management: Lead, mentor, and motivate a team of Customer Support representatives. Conduct regular 1:1 coaching, performance reviews, sales/retention pitching practice, and skill development sessions to maintain high engagement.
• Operational & SLA Management: Oversee daily queue management across all support channels. Ensure the team consistently meets key operational targets (Retention, CSAT, First Response Time, Resolution Time).
• Retention & Sales Pitching: Guide the team in identifying upselling and cross-selling opportunities during support interactions. Train and coach agents on pitch techniques, plan upgrades, and customer retention strategies to minimize churn.
• QA: Conduct routine quality assurance audits to ensure service standards, retention pitch quality, and brand alignment.
• Process Improvement & Knowledge Sharing: Identify recurring customer pain points, churn triggers, and workflow bottlenecks. Collaborate with Product, Marketing, and Operations teams to refine retention offers and update knowledge base resources.

Opportunities & Career Growth

• Strategic Impact: Influence customer experience strategies, tool implementations, retention campaigns, and operational scaling initiatives.
• Leadership Progression: Clear path toward Customer Support Manager, Operations Manager, CX Strategy, or Customer Success/Retention Lead roles.
• Cross-Functional Exposure: Work directly with Sales, Product, Technical, and Operations leads to represent the voice of the customer.

Qualifications & Requirements

• Experience: 5+ years of total experience in Customer Support with proven sales, retention, or upselling experience, including demonstrated experience in a Team Lead, Supervisory, or Senior Specialist role.
• Sales & Retention Acumen: Proven track record in customer retention, objection handling, upselling products/plans, and managing churn prevention initiatives.
• Soft Skills: Advanced conflict resolution, persuasive communication, data-driven decision-making, and strong written and verbal communication skills.