Customer Experience – Team Lead

As the Customer Experience – Team Lead at Deliverect, you will lead a global support team that provides technical assistance to SMB, mid‑market, and enterprise customers. The role involves managing up to 12 frontline and premium support specialists across multiple hubs and ensuring exceptional customer service, efficient technical issue resolution, and alignment of support strategies across teams.

This role requires coaching, workflow optimisation, stakeholder management, and a strong focus on meeting and exceeding service level agreements (SLAs) while supporting Deliverect’s customers worldwide.

Key Responsibilities

• Lead and develop a global team of 10–12 frontline and premium support agents, providing guidance, coaching, and performance feedback to maintain top‑tier support for all customer segments.
• Oversee daily operations to ensure efficient ticket resolution, high customer satisfaction, and compli...