Customer Support Lead

Key Responsibilities:

Lead, mentor, and develop a team of customer support executives to deliver outstanding technical support to business customers.

Oversee and contribute to daily operations of the Customer Support desk (ticketing queue, chat, phone, email) and Help Centre to ensure timely resolution of customer issues on our platforms, aligned with customer Service Level Agreements (SLAs).

Establish and monitor KPIs (response times, resolution rate, customer satisfaction, NPS/CSAT, overall account health) contributing to Customer 360.

Develop training material and knowledge base to improve first-contact resolution and self-service adoption.

Act as an escalation point for complex customer issues, ensuring quick and effective resolution and be responsible for when to escalate internally to senior management.

Collaborate with Enterprise Applications, Product and Engineering teams by channelling customer feedback and translating requirements into technical actionable improvements.

Implement best practices, tools, and processes to scale customer support operations efficiently, working towards a follow-the-sun support model.

Produce reports and insights for leadership on customer satisfaction trends, support team performance, and areas for improvement.

Drive initiatives to enhance customer experience, reduce churn, and increase retention.