Client Support Team Lead
Core
Lead and develop a remote team of 8–12 Client Support Coordinators to deliver personalized service across phone, chat, and email channels.
Role type
Senior Client Support Team Lead
Builds
High-quality client support operations and team performance
Domain
Retail customer service
Deliverable
dashboards & analysis
Required skills
Remote team leadership, performance management, operational workflow coordination, change management, data analysis, conflict resolution, cross-functional collaboration, AI tool adoption
Preferred skills
Freshservice experience, recruiting support, peer-coaching program development, cross-functional CX program contribution
Technologies
Customer support platforms, performance-management systems, project-management tools, AI-enabled technologies
Responsibilities
Manage daily Client Support operations and escalations; Drive individual and team performance through coaching and metrics; Lead change adoption and continuous improvement initiatives; Strengthen team capabilities through technology and collaboration; Foster a collaborative, client-focused culture
Seniority
Senior, hands-on IC with team leadership