Support Team Lead

1 day ago


Hyderabad City Taluka, Pakistan Coinbase Full time
About the Role

We are looking for a skilled Support Team Lead - Financial Services to join our team. As a key member of our customer support organization, you will be responsible for managing a team of customer support agents, ensuring high-quality customer service, and driving business growth through operational efficiency improvements.

The ideal candidate will have a strong background in financial services, technology, and customer support, as well as excellent leadership and communication skills.

Key Responsibilities:

  • Lead a team of customer support agents across multiple channels (phone, messaging, email)
  • Develop and implement strategies to improve customer satisfaction, reduce escalations, and increase first contact resolution rates
  • Collaborate with cross-functional teams to identify and implement process improvements
  • Analyze and report on customer support metrics and trends

Requirements

  • Minimum 8 years of relevant experience in financial services, technology, and/or customer support
  • Minimum 5 years of people management experience in an operations environment
  • Proven track record of improving customer satisfaction and reducing escalations


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