Chat Support Team Lead

Overview of the Role

We are seeking a dedicated and proactive Chat Support Team Lead to oversee our customer support operations in the AE region. This role is ideal for a motivated individual with a passion for delivering exceptional customer service and leading a team to achieve excellence. As a Junior-level position, the Chat Support Team Lead will be responsible for managing daily support activities, ensuring timely and effective resolution of customer inquiries via chat, and maintaining high standards of service quality. The ideal candidate will possess strong communication skills, a customer-centric mindset, and the ability to motivate and guide team members to meet and exceed performance targets.

Key Responsibilities

• Team Supervision and Leadership: Lead, motivate, and manage a team of chat support agents to ensure they deliver high-quality customer service. Provide coaching, feedback, and performance evaluations to foster continuous improvement.
• Operational Management: Oversee daily chat support operations, monitor team performance metrics, and implement strategies to optimize response times, resolution rates, and customer satisfaction scores.
• Quality Assurance: Ensure all customer interactions adhere to company policies and quality standards. Conduct regular audits of chat transcripts and provide constructive feedback to support agents.
• Customer Issue Resolution: Assist team members in resolving complex customer issues, escalating problems when necessary, and ensuring a positive customer experience.
• Training and Development: Identify training needs within the team, organize skill development sessions, and stay updated on product knowledge and support best practices.
• Reporting and Documentation: Maintain accurate records of team performance, customer feedback, and support activities. Prepare reports for management to inform decision-making.
• Collaboration: Work closely with other departments such as Product, Sales, and Technical Support to ensure a seamless customer experience and relay customer insights for continuous improvement.
• Adherence to Policies: Ensure compliance with company policies, data protection regulations, and industry standards in all support activities.