About The Position
The Team Lead, Customer Support leads the APAC support team, ensuring hospitality operators receive fast, effective, and empathetic assistance. The role oversees day-to-day team operations, supports the growth and development of support representatives, and helps maintain a high standard of customer service. The team lead serves as a player-coach, providing direct customer support when needed while ensuring the team has the knowledge and resources to resolve issues successfully. The position guides and supports customer support representatives, monitors performance metrics, provides feedback and coaching, and improves team productivity and service quality through documentation, quality reviews, analysis of customer satisfaction trends, and training. It also collaborates with Customer Success, Product, and other teams to share insights and improve the customer experience.
Requirements
- At least 3 years of technical customer support experience.
- Ability to inspire, coach, and develop a high-performing remote team.
- Strong commitment to delivering an outstanding customer experience.
- Clear and confident written and verbal communication skills.
- Strong problem-solving skills and ability to handle complex and escalated issues.
- Comfort using support tools and systems such as CRMs, help desk platforms, and analytics dashboards.
Nice To Haves
- SaaS experience.
Responsibilities
- Provide direct customer support when needed while equipping the support team to resolve customer issues.
- Guide and support customer support representatives and foster a positive, collaborative, high-performing environment.
- Monitor key metrics, provide regular feedback, and coach team members to support their growth and performance.
- Improve team efficiency and quality by maintaining documentation, conducting quality reviews, analyzing customer satisfaction trends, and creating training.
- Collaborate with Customer Success, Product, and other teams to share insights and improve the overall customer experience.
- Handle complex and escalated customer issues.
Benefits
- Comprehensive benefits and perks supporting employees’ happiness, health, and overall well-being.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
