Senior Customer Support Team Leader

Job Summary: The Senior Customer Support Team Leader is responsible for coaching and developing a high-performing team of customer support representatives while serving as a key partner to our clients. This role combines hands-on team leadership with strategic analysis, focusing on improving key performance indicators, enhancing the customer experience, and driving long-term client success through data-backed insights and proactive solutions.

Key Responsibilities

Team Leadership & Performance Management

• Coach, mentor, and develop members of the Customer Support team, fostering a culture of continuous improvement and accountability.
• Prioritize, plan, and assign tasks to the team, ensuring the timely and successful delivery of solutions in line with business Service Level Agreements (SLAs).
• Monitor and report on individual and team Key Performance Indicators (KPIs) to drive performance and efficiency.
• Read and analyze agent transcripts to identify quality gaps and provide targeted, effective feedback to both top and bottom performers.

Client Success & Strategic Analysis

• Partner with clients across different industries to ensure long-term success, leading to growth and new opportunities.
• Communicate clearly the progress of monthly and quarterly initiatives to both internal and external stakeholders.
• Prepare and relay regular reports on account status, performance trends, and key insights to clients and internal stakeholders.
• Review client websites and transcripts to gain a deep understanding of customer needs and behaviors.
• Analyze what parts of a client’s website have the most and least conversions, and profile customer types to inform strategy.
• Adjust proactive messaging and chat flows based on performance data to improve chat volume and success rates.

• Process & Quality Improvement
• Develop and implement new scripts and chat flows based on successful and unsuccessful client interactions.
• Provide feedback and collaborate with Training and Operations teams to create proactive solutions that enhance the customer experience.
• Set up and establish new client accounts, including creating and customizing initial scripts and account settings.
• Collaborate with internal stakeholders to ensure desired outcomes are achieved or exceeded within set timelines.

Qualifications & Experience

• Exceptional written and verbal communication skills, with a proven ability to resolve conflicts, negotiate mutually beneficial outcomes, and effectively articulate complex information with clients across all professional channels, including phone, virtual meetings, and written correspondence.
• Minimum 3+ years of proven work experience in a team leader or manager role within a customer service or support environment.
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of an organization, including with executives and business owners.
• Solid experience with CRM software and proficient in MS Office, with strong MS Excel skills.
• Proven ability to manage multiple projects simultaneously with strict attention to detail.
• Demonstrated experience and results in leading customer satisfaction or customer experience projects.
• Strong analytical skills with a proven ability to run and analyze reports; a data analytics background is a significant advantage.
• Experience in running client-success campaigns through quality and training initiatives.
• A BA/BS degree in Business Administration or a relevant field is preferred.