How you'll help us achieve it
As Support Group Lead, you will manage and lead a team of customer support representatives. You will set goals and targets for your team, monitor team performance, and ensure that the team provides excellent customer service and addresses customer issues promptly and efficiently.
In this role, you'll:
Manage the customer support day-to-day functions of your team.Respond and escalate customer support issues.Implement customer support processes to enhance customer satisfaction.Formulate and revise customer support policies and promote their implementation.Inform the team of any new information regarding products, procedures, and trends.Assess support statistics and prepare detailed reports on the findings.Delivering performance evaluations and following the disciplinary process according to company policy.Have 1-on-1s every mo...