Customer Support Team Lead

Frontline Leadership & Coaching:

• Lead and support Customer Support Agents in day-to-day operations, providing real-time guidance during live customer interactions.
• Conduct regular 1:1s and contribute to team meetings to coach agents on communication, judgment, and case handling, supporting ongoing learning and development.
• Review customer interactions to identify coaching opportunities and reinforce best practices.

Operational Oversight:

• Monitor live ticket queues, volumes, and coverage to ensure timely responses and smooth flow of work across shifts.
• Track and interpret key business metrics, surfacing weekly insights and action points to Support Leadership.
• Ensure consistent application of existing processes and SOPs, supporting agents in prioritising, escalating, and applying sound judgment in edge cases.

Team Engagement & Culture:

• Foster a positive, supportive team environment that promotes engagement, psychological safety, and high standards of care.
• Recognise strong performance, support agents through challenges, and address signs of burnout or disengagement early.
• Lead and contribute to team rituals that reinforce connection, learning, and shared purpose.