Support Team Lead

📋 Description Team Leadership: Lead, coach, and develop a Support Specialists team (Tier 1-3). Performance Management: Monitor quality, productivity, CSAT, SLA attainment. Operational Oversight: Manage ticket queues, schedules, coverage, and handoffs. Escalation Management: Primary escalation point for complex issues; guide resolutions. Reporting & Analytics: Track metrics and surface insights to the Regional Workforce Manager. Cross-functional Collaboration: Partner with Leadership, Quality, Enablement, and SME teams. 🎯 Requirements Experience: 2+ years direct people management in customer support or operations. Skills: Strong English communication; ability to manage priorities and provide feedback. Technical: Zendesk, Slack, Google Workspace; Redash or Snowflake; basic scripting. Attributes: Ownership, accountability, people-first, adaptable.