Team Lead | Customer Experience

Role Overview

The Team Lead will manage frontline customer/product support teams, with ownership of SLA, quality, productivity, adherence, and customer experience metrics.

What You Will Do

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

Why It Might Be a Fit

The ideal candidate will have experience managing frontline customer/product support teams and strong people management skills.

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
• Manage 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
• Facilitating training
• Conducting assessments and certifications
• Supporting 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
• Strong serve-to-sell and revenue mindset
• Identify upsell and cross-sell opportunities
• Understand customer needs
• Recommend relevant products/features or upgrades
• Support frontline agents in improving sales conversations and conversions
• Strong consultative selling
• Objection handling
• Customer communication
• Coaching
• Performance tracking
• Balance customer experience with revenue and product adoption goals