Customer Support Team Lead

Customer Support Team Lead

We are searching for a passionate and experienced Customer Support Team Lead to join our growing team. You will play a pivotal role in ensuring our customers have a positive and successful experience with our educational technology solutions.

Responsibilities

Lead and motivate a team of customer support representatives, fostering a collaborative and high-performing environment.

Manage the customer support queue, prioritizing inquiries and ensuring timely resolution.

Provide exceptional customer service through various channels (phone, email, chat) by resolving complex issues, troubleshooting problems, and escalating critical situations as needed.

Develop and implement strategies to improve customer satisfaction metrics (e.g., CSAT scores, resolution times).

Coach and mentor team members, providing ongoing training and development opportunities.

Monitor team performance, identify areas for improvement, and implement corrective actions.

Collaborate with other departments (e.g., product development, engineering) to ensure customer needs are addressed effectively.

Stay up-to-date on our EdTech products and services, industry trends, and best practices in customer support.

Qualifications

Bachelor's degree in a relevant field (e.g., education, communication, business) or equivalent experience.

Minimum of 5 years of experience in a customer service leadership role, Preferably Ed-Tech Industry.

Proven experience in leading and motivating high-performing teams.

Demonstrated ability to resolve complex customer issues efficiently and effectively.

Excellent communication, interpersonal, and problem-solving skills.

Strong analytical and reporting skills.

Proficiency in customer relationship management (CRM) software and other relevant tools (e.g., ticketing systems).

A passion for education technology and a commitment to providing exceptional customer service.