Support Team Lead

Impact HR & KM Solutions

a support team lead (often titled customer support team lead or technical support team lead) is a critical leadership role responsible for the daily operations, performance, and development of the customer or technical support team.

here is a comprehensive job description template:

support team lead job description

i. summary

the support team lead will be responsible for overseeing and guiding a team of support specialists/representatives to ensure the delivery of exceptional customer service and technical support. this role involves team management, monitoring performance metrics, handling escalated issues, and driving continuous process improvement to enhance the overall customer experience.

ii. key responsibilities

a. team leadership & management

supervision: manage the daily workflow and operations of the support team, including scheduling, shift planning, and task delegation to ensure adequate coverage and service level adherence.

coaching & mentoring: conduct regular one-on-one meetings, provide constructive feedback, and offer coaching to develop team members' technical skills, product knowledge, and customer service techniques.

training: facilitate and conduct training sessions for new hires and existing staff on new products, support procedures, and best practices.

culture: foster a positive, collaborative, and high-performance team environment, encouraging open communication and accountability.

b. service delivery & escalation

escalation point: act as the primary point of contact and final resolution for complex, difficult, or escalated customer and technical issues.

quality assurance: monitor support interactions (calls, emails, chats, tickets) and conduct quality audits to ensure the team is meeting defined quality standards and maintaining high customer satisfaction (csat) scores.

process adherence: ensure all team members consistently follow established support protocols, documentation standards, and service level agreements (slas) for response and resolution times.

hands-on support: handle a portion of customer inquiries or act as an overflow agent during peak times.

c. performance & process improvement

reporting & analysis: track, analyze, and report on key performance indicators (kpis) such as customer satisfaction (csat), first-call resolution (fcr), average handle time (aht), and ticket volume trends.

strategy: identify recurring issues, trends, and bottlenecks in the support process and develop and implement corrective action plans or new procedures to improve efficiency and service quality.

documentation: oversee the creation and maintenance of a comprehensive knowledge base, internal documentation, and customer-facing self-service content.

cross-functional liaison: collaborate effectively with other departments (., product development, engineering, sales) to advocate for customer needs, relay product feedback, and ensure smooth resolution of cross-departmental issues

• Experience

  3 - 5 Years

• No. of Openings

  1

• Education

  B.C.A, B.B.A, B.E [Information Technology], M.C.A, M.B.A/PGDM

• Role

  Support Team Lead

• Industry Type

  IT-Hardware & Networking / IT-Software / Software Services

• Gender

  Male

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face interview location

  Impact HR and KM Solutions Near Canada Corner Signal Ravi Chambers Basements Below Laminate Gallery