Customer Support Team Lead with CJIS CertificationVirtualVocations • Newport News, Virginia, United States
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Customer Support Team Lead with CJIS Certification
VirtualVocations • Newport News, Virginia, United States
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A company is looking for a Customer Support Team Lead to drive operational excellence in customer support.
Key Responsibilities
Lead and coach a team of support agents while fostering a positive team culture
Monitor support queues for optimal case routing and timely responses to meet service level agreements (SLAs)
Oversee daily operations, addressing bottlenecks and ensuring effective resolution of escalated cases
Required Qualifications
2+ years of experience in a customer support lead role with team or queue management success
Deep familiarity with support tools like Zendesk or Salesforce
Operational mindset with skills in process optimization and performance tracking
Experience handling escalated or complex support cases
Commitment to working at least one weekend day per week with on-call coverage as needed
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Lead Customer Support • Newport News, Virginia, United States
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