Customer Support Lead

Overview: Strategic and operational leadership of the RA Support unit. You will drive performance excellence through multi-level team management, workforce optimization, and advanced analytics to ensure scalability and high service quality.
 

REQUIREMENTS:

• 1+ year as a Support/Team Lead (managing multi-level teams).
• English: B2/C1 (must have).
• Skills: Strong people management, SLA-driven mindset, and advanced reporting/analytical skills.
• Education: Higher (Technical preferred).
   

KEY RESPONSIBILITIES:

• KPI Management: Develop and execute strategies to hit targets (AHT, FCR, CSAT, Utilization, Cases/Requests per hour).
• Cross-functional Sync: Align goals with QA and Sales, optimizing workflows and cross-departmental processes.
• Analytics & Tools: Improve reporting tools/dashboards, define technical tasks for automation, and drive data-based decision-making.
• Team Development: Manage performance reviews, mentoring, and motivation; partner with HR on career frameworks and team scaling.
   

WILL BE A PLUS:

• Success in improving Attrition, CSAT, and hourly efficiency metrics.
• Experience in SaaS/Tech environments and scaling support operations.
• Proficiency in Workforce Planning and operational cost efficiency.
• CRM Admin experience and automation initiatives.