Customer Service Team Leader
Core
Lead a customer support team to manage technical inquiries, software/hardware troubleshooting, and installation coordination for climate technology products.
Role type
Customer Support Team Lead
Builds
Customer support operations, training programs, and installation coordination workflows
Domain
Climate technology / HVAC / Cold chain
Required skills
Team management, Salesforce administration, technical troubleshooting, KPI monitoring, process documentation, cross-functional collaboration, onboarding training, scheduling management
Preferred skills
Prior supervisory experience, process development, mentoring
Technologies
Salesforce, Calendly, CRM platforms, ticketing systems
Responsibilities
Manage team workload and capacity to meet KPIs, oversee support queues and ticket resolution, act as escalation point for complex issues, collaborate with software teams on defects, manage installation queues and bids, administer scheduling platforms, lead team onboarding and training, monitor performance and provide coaching, develop support processes and documentation