Customer Support Team LeadVirtualVocations • Springfield, Massachusetts, United States
Customer Support Team Lead
VirtualVocations • Springfield, Massachusetts, United States
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- serp_jobs.job_card.full_time
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A company is looking for a Customer Support Team Lead.
Key Responsibilities
Monitor agent performance and maintain quality assurance scores above 90%
Provide coaching based on feedback, metrics, and observations, while handling escalated customer issues
Maintain coaching logs, delegate tasks, and lead team-building activities
Required Qualifications
Over 2 years of coaching experience in a customer service environment
Over 2 years of management experience overseeing a customer service team
Over 2 years of customer service experience in a customer-facing role
Experience in setting and achieving SMART goals
Strong product and process knowledge to effectively train and guide agents
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Lead Customer Support • Springfield, Massachusetts, United States
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