Team Lead | Customer Experience

Role Overview

The role requires strong people management, performance coaching, escalation handling, team engagement, and coordination with QA, Training, WFM, and other support functions.

What You Will Do

Candidates should have experience managing frontline customer/product support teams, with ownership of SLA, quality, productivity, adherence, and customer experience metrics.

Why It Might Be a Fit

The role requires strong people management, performance coaching, escalation handling, team engagement, and coordination with QA, Training, WFM, and other support functions.

Requirements

• relevant experience in SaaS-based product support/technical customer support operations
• strong product and process understanding
• troubleshooting capability
• operational ownership
• analytical skills
• ability to work effectively with frontline teams and cross-functional stakeholders
• experience in a voice/chat-based contact center environment
• working in US shifts is preferred
• strong product and process expertise in a SaaS/product support environment
• ability to resolve complex queries
• support frontline agents with escalations
• provide real-time guidance
• identify recurring issues
• conduct root-cause analysis
• support knowledge management
• coach teams on product/process updates
• experience managing frontline customer/product support teams
• ownership of SLA, quality, productivity, adherence, and customer experience metrics
• strong people management
• performance coaching
• escalation handling
• team engagement
• coordination with QA, Training, WFM, and other support functions
• strong experience in technical/product support
• ability to handle complex issues escalated by frontline teams
• advanced troubleshooting
• root-cause analysis
• strong product understanding
• coordination with SMEs and other teams for timely resolution
• experience in quality monitoring within product/customer support operations
• interaction audits
• compliance checks
• defect identification
• feedback/coaching
• strong analytical skills
• attention to detail
• understanding of quality metrics and customer experience standards
• experience delivering New Hire, product, process, and refresher training in a customer/product support environment
• facilitating training
• conducting assessments and certifications
• support nesting
• identifying learning gaps
• maintaining/updating training content
• hands-on experience in workforce forecasting
• capacity planning
• scheduling
• staffing optimization within contact center/product support operations
• strong understanding of shrinkage
• occupancy
• utilization
• SLA planning
• workforce analytics
• relevant WFM tools
• experience in real-time monitoring and intraday workforce management
• schedule adherence
• queue and SLA monitoring
• staffing gaps
• intraday adjustments
• experience in SaaS/product-based customer support with a strong serve-to-sell and revenue mindset
• identifying upsell and cross-sell opportunities
• understanding customer needs
• recommending relevant products/features or upgrades
• support frontline agents in improving sales conversations and conversions
• strong consultative selling
• objection handling
• customer communication
• coaching
• performance tracking skills
• balancing customer experience with revenue and product adoption goals

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Retirement plan
• Paid time off
• Holidays
• Flexible working hours
• Professional development opportunities
• Employee discounts
• Free meals
• On-site gym
• Wellness programs
• Mental health support
• Employee assistance program
• Life insurance
• Disability insurance
• Accidental death insurance