Team Lead, Client Experience & Growth
Core
Manage a team of customer support agents to ensure high-quality client experiences, monitor performance against KPIs, and handle escalations.
Role type
Senior IC team lead (customer support)
Builds
Customer support operations and client success processes
Domain
eCommerce / SaaS customer support
Required skills
People management, performance coaching, KPI monitoring, conflict resolution, complex problem solving, stakeholder communication, process improvement, workforce management, CRM proficiency, adaptability
Preferred skills
Data science and machine learning interest, content moderation understanding, cloud application knowledge
Technologies
Gorgias, Connecteam, Google Workspace, MS Office
Responsibilities
Coach team members on growth and development, monitor attendance and escalate disciplinary issues, assess performance and provide feedback, ensure team meets KPI targets, manage logistics and equipment needs, coordinate with People Development and Service Delivery managers, handle complex client requests and complaints, contribute to support process development.
Seniority
Senior, hands-on IC