Team Lead Support

Job Description

We are looking for an experienced and proactive Support Manager to lead our customer support operations. You will be responsible for managing a team of support executives, ensuring high levels of customer satisfaction, improving support processes, and driving team performance. The ideal candidate is analytical, people-oriented, and focused on delivering a world-class support experience.

Roles & Responsibilities for Inside Partner Team Leader

• Team Management & Leadership
• Lead, mentor, and motivate a team of customer support executives
• Monitor team performance and provide regular feedback and coaching
• Manage shift scheduling, workload distribution, and ensure adequate staffing
• Conduct regular team meetings, training sessions, and performance reviews
• Oversee daily operations of the support team (calls, chats, emails)
• Ensure timely and effective resolution of customer issues
• Track and improve key support metrics (CSAT, FCR, AHT, etc.)
• Maintain quality assurance standards across all support interactions
• Process Improvement & Strategy
• Analyze customer feedback and identify trends or recurring issues
• Optimize support workflows and introduce automation / tools where necessary
• Collaborate with product, tech, and sales teams for escalations and improvements
• Create and maintain internal SOPs and knowledge base documents
• Reporting & Insights
• Generate weekly / monthly reports on team performance and customer feedback
• Present insights and recommendations to senior management
• Ensure SLAs and KPIs are consistently met or exceeded

Qualification and Requirement

Skills for Inside Partner Team Leader

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Skills Required

CRM Tools, Excel, Ms Office