Customer Support Team Lead (Hybrid- Atlanta, GA)

TogetherWork•Atlanta, GA

62d•Hybrid

About The Position

The Customer Support Team Lead at Gingr plays a crucial role in overseeing customer support operations while actively contributing to the team's success. This position involves managing support agents across Tier 1, Tier 2, and Tier 3, ensuring high-quality service, and collaborating with the Customer Support Manager and other Team Leads to maintain and improve customer support standards.

Requirements

3-5 years of customer-facing experience, with a focus on customer support.
Proven leadership experience, managing teams across various support tiers.
Exceptional communication skills, both verbal and written.
Strong problem-solving abilities with an analytical and detail-oriented mindset.
Ability to multitask and maintain efficiency under pressure.
Results-driven, adaptable, and thrives in a fast-paced environment.
A team-oriented mindset with a patient, positive, and proactive approach.
High School Diploma or equivalent required.

Nice To Haves

Experience in the pet-care industry is highly valued.

Responsibilities

Oversee daily operations of the Customer Support Team, managing Tier 1, Tier 2, and Tier 3 support agents.
Act as a senior agent, ensuring customer satisfaction and resolving complex issues across all support tiers.
Mentor, coach, and train support staff; oversee performance evaluations and provide constructive feedback.
Manage customer escalations and collaborate with Product and Development teams on software-related issues.
Analyze support inquiries and maintain key performance metrics to improve team efficiency.
Lead hiring, onboarding, and offboarding processes for customer support team members.
Collaborate with the Learning & Knowledge Specialist to develop training materials and improve team knowledge.
Continuously assess and refine support processes, documentation, and self-service resources.