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About the role
As the Customer Support Team Leader for our B2C Voice team, you will drive your team’s performance across CRI, CSAT, Retention, and Expansion. This role blends people leadership, performance management, data analysis, and cross-functional collaboration.
What you'll do
- Own your team’s core KPIs: CRI, CSAT, Retention, and Expansion.
- Monitor daily performance dashboards and coach continuously toward improvement.
- Conduct weekly 1:1s and structured coaching sessions with each team member.
- Identify knowledge gaps, skill gaps, or behavioral inconsistencies and build targeted improvement plans.
- Maintain high team morale through recognition, feedback, and consistent support.
- Learn from team behaviors, both positive and negative, and share patterns and themes that improve team operations.
- Manage attendance, punctuality, and adherence for your team.
- Build and manage agent schedules to ensure full coverage across shifts.
- Handle monthly rotational shift assignments for your team.
- Take escalations as needed and step into customer-facing work for calibration.
- Build reports and conduct deep dives into team performance, identifying trends or anomalies.
- Report weekly on churn, expansion, CRI, CSAT, AHT, and other indicators.
What they're looking for
- 1+ year of experience managing a team in a Support organization.
- 3+ years of overall experience in Customer Support.
- Strong communication skills and the ability to simplify concepts, deliver clear feedback, and adapt tone to the audience.
- Excellent punctuality and a high standard for accuracy, detail, and clarity.
- Analytical mindset with the ability to build reports, run deep dives, and extract meaningful insights.
- Conflict resolution chops and the maturity to handle tough conversations.
- Vocal, honest, and comfortable raising concerns, escalating issues, or calling out flawed logic.
- Strong problem-solving abilities with a bias toward action and improvement.
- Adaptable to shifting priorities, new targets, and cross-department projects.
- Customer-centric thinking grounded in empathy and quality.
- Curiosity and persistence when facing unclear information or complex problems.
- Hunger to succeed, experiment, test hypotheses, and iterate toward better performance.
Nice to have
- Experience with Support tools like HubSpot, Bright Pattern, Console, Redash, or similar is a plus.
- Telecom or tech support experience is a plus.
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