Team Leader - Customer Support (Non - Voice)

This is a founding Team Lead position where you'll be responsible for building and leading a high-performing customer support team serving US-based customers. The role requires someone who can drive operational excellence, coach team members, manage performance, and ensure an exceptional customer experience.

Responsibilities:

• Lead, mentor, and develop a team of customer support associates.
• Monitor team performance through key metrics such as CSAT, FCR, AHT, and SLA adherence.
• Conduct regular coaching sessions, performance reviews, and quality audits.
• Handle customer escalations and ensure timely resolution.
• Manage onboarding and training of new team members.
• Coordinate scheduling, workload planning, and resource allocation.
• Collaborate with cross-functional teams to improve customer experience and operational processes.
• Foster a culture of accountability, ownership, and continuous improvement.

Requirements:

• 4+ years of experience in Customer Service or Customer Support.
• At least 2 years of experience leading a customer support team.
• Experience supporting international customers (US/UK preferred).
• Strong experience in Email and Chat (non-voice support).
• Hands-on experience with Zendesk.
• Familiarity with collaboration tools such as Slack and project management tools like Asana (or similar).
• Strong communication, coaching, and stakeholder management skills.
• Experience managing team KPIs, quality metrics, and escalations.
• Prior experience in SaaS, Product, E-commerce, or BPO environments is preferred.