Customer Support Lead
Core
Lead a team of 8-13 Customer Support Specialists providing phone, chat, and email support to enterprise clients in the hourly workforce sector.
Role type
Senior Customer Support Team Lead
Builds
Customer support operations and team performance for Workstream's HR/payroll platform
Domain
SaaS / HR Tech / Hourly Workforce Management
Deliverable
dashboards & analysis
Required skills
Team leadership, process optimization, data analysis, coaching, issue escalation, SLA management, CSAT/Sales metrics tracking
Preferred skills
Voice account management, non-voice account management (SMS/chat/email), product expertise
Technologies
Workstream platform
Responsibilities
Coach and develop team members to exceed support standards; optimize processes for efficiency and SLA success; escalate trends and urgent issues with proposed solutions; participate in functional management discussions for calibration and change management.
Seniority
Senior, hands-on IC with people management
