
Support Team Lead
5 days ago
This role involves managing a team of customer support agents, driving operational excellence, and enhancing processes related to KYC compliance, booking coordination, payment resolution, and dispute management. The ideal candidate will oversee daily customer interactions, optimize response times, and monitor ticketing systems and call logs.
Key Responsibilities:
- Team Development & Coaching
Lead, mentor, and develop team members to ensure high efficiency and engagement. Set performance KPIs and ensure team members meet or exceed customer service standards. - Cross-Channel Support Operations
Oversight of daily customer interactions across all communication channels (calls, emails, CRM platforms). Ensure timely and professional communication with customers to resolve issues and provide updates. - KYC Compliance & Risk Management
Supervise the KYC verification process, ensuring compliance with regulations and company policies. Train agents on evolving KYC requirements. - Process Improvement & Analytics
Identify inefficiencies in the support process and implement improvements to enhance productivity. Monitor ticketing systems, call logs, and CRM data to analyze trends and improve workflows. - Dispute Resolution & Escalation Management
Manage escalated customer disputes and ensure timely and fair resolutions. Work closely with internal departments to address complex issues. - Technology Solutions & Implementation
Oversight of CRM, call tools, and ticketing systems to ensure efficient case handling. Recommend and implement technology solutions to enhance support team performance.
Requirements
- 5+ years of experience in customer service, with at least 2 years in a managerial or leadership role.
- Strong communication and interpersonal skills with a customer-first mindset.
- Experience in high-volume customer support environments.
- Proficiency in CRM systems, call center tools, and ticketing platforms.
- Strong problem-solving abilities and ability to handle escalations effectively.
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