Hybrid Customer Support Team Lead

at Interiors International

• Job title: Customer Support Team Lead
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Atlanta, United States

About the role

• Customer Support Team Lead managing daily operations of the support team at Togetherwork. Overseeing multiple tiers of support while driving process improvements and team growth.

Responsibilities

• Oversee daily operations of the Customer Support Team, managing a group of 6–8 direct reports across Tier 1, Tier 2, and Tier 3 agents.
• Mentor, coach, and provide training to team members, including performance reviews and professional development plans.
• Serve as the primary contact for customer escalations, particularly software-related issues, and coordinate with Product and Development teams to address defects and deliver solutions.
• Manage incoming support inquiries, ensuring performance metrics such as ticket closure rates and CSAT scores are met.
• Collaborate with the Customer Support Manager and other Team Leads in weekly meetings to discuss open projects and operational goals.
• Work closely with the Learning & Knowledge Specialist to develop and update training materials for onboarding new team members and upskilling existing staff.
• Contribute to the hiring, onboarding, and offboarding processes for team members, ensuring smooth transitions and alignment with team needs.
• Continually assess and improve support processes and workflows to accommodate team growth and enhance scalability.
• Assist in creating and maintaining customer self-service resources, identifying gaps, and enhancing content.

Requirements

• 3–5 years of customer-facing experience, with a focus on customer support.
• At least 2 years of leadership experience managing people across multiple support tiers.
• Strong leadership abilities with the capacity to manage teams with varying experience levels.
• Excellent communication skills, both verbal and written, for internal collaboration and external customer interaction.
• Strong problem-solving skills and an analytical mindset to drive process improvements and address complex customer issues.
• Proficient in multitasking and maintaining efficiency in a fast-paced environment.
• Results-oriented with a proactive, detail-oriented, and adaptable approach.
• A team player with patience and a positive attitude, capable of motivating and inspiring team members.
• Technical Proficiency with software applications

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development