Support Team Lead

About the role

We are looking for a Support Team Lead to manage a group of Support Specialists (Tier 1‑3). The role combines hands‑on people management with operational oversight, ensuring high‑quality support experiences for contributors.

Key responsibilities

• Lead, coach and develop a team of Support Specialists through regular 1:1s, feedback and performance conversations.
• Monitor and improve team performance metrics such as quality, productivity, CSAT, SLA adherence and schedule compliance.
• Oversee day‑to‑day operations including ticket queue health, shift coverage, schedule adherence and workflow documentation.
• Act as the primary escalation point for complex or unresolved issues, guiding agents to timely resolutions.
• Track, report and analyse performance data, providing insights and action plans to senior leadership.
• Collaborate with Quality, Enablement, SME and other cross‑functional teams to drive process improvements and change management.
• Support onboarding, training and development of new and existing team members, and manage performance improvement plans when needed.

Required profile

• Minimum 2 years of direct people‑management experience in a customer support or operations environment.
• Proven ability to lead teams, drive performance outcomes and develop individual contributors.
• Strong judgment, accountability and a people‑first mindset.
• Comfortable thriving in a fast‑paced, evolving environment.

Required skills

• Experience with ticketing systems and support workflows.
• Ability to analyse performance metrics and generate actionable insights.
• Effective communication and coaching skills.