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Customer Support Team Leader
2 weeks ago
The Team Lead is a key position responsible for guiding a team of technical specialists to deliver exceptional customer support through various channels.
This role involves engaging with customer feedback, focusing on their experience, and collaborating with the team to identify areas for improvement.
The successful candidate will drive a customer-centric culture, provide regular feedback, and coach and develop the team.
Main Responsibilities- Maintain a high level of customer satisfaction by ensuring timely and effective support.
- Oversee team performance against key metrics such as customer satisfaction and service quality.
- Manage daily department operations, including staffing and maintaining a positive work environment.
- Provide guidance and coaching for complex inquiries; take over support interactions when necessary.
- Conduct regular 1-on-1s with Technical Specialists for coaching, feedback, and career development.
Familiarity with computer networking, WiFi, and telecommunications is beneficial but not essential. Comprehensive training is provided on all technical aspects, including WiFi fundamentals, networking concepts, and eero-specific tools.
