Customer Support Team Lead

• 3+ years in Customer Support, Customer Service or a related B2B customer-facing function, with a track record of delivering an exceptional customer experience. Experience with the real estate industry is preferred.
• Excellent English language written and verbal communication skills.
• Able to stay calm and helpful with upset customers.
• Good at solving problems and finding answers.
• Organized and able to handle several tasks at once.
• Comfortable working with support platforms, CRMs, reporting tools, and other customer-facing technology.
• Works well with other teams.
• Pays attention to details and follows through on tasks.
• Looks for ways to make the team and customer experience better.

Results

• Fast Response Times: Maintain agreed-upon first-response and resolution-time standards.
• High Resolution Rate: Increase the percentage of issues resolved without unnecessary escalations or repeat contacts.
• Customer Satisfaction: Maintain strong CSAT or other customer satisfaction measurements.
• Quality: Ensure support conversations consistently meet company standards for accuracy, professionalism, empathy, and completeness.
• Escalation Management: Ensure high-priority and sensitive customer issues are handled quickly and appropriately.
• Operational Efficiency: Improve workflows and processes so the team can support more clients without sacrificing service quality.
• Documentation: Maintain an accurate and useful internal knowledge base, SOPs, and client-facing resources.