Customer Support Lead

About the Role

Our client is seeking an experienced and motivated Customer Support Lead to guide their team in Cambridge . This leadership role is crucial for overseeing daily operations, mentoring support staff, and ensuring the highest standards of customer service are consistently met. You will be instrumental in developing support strategies and processes that enhance customer satisfaction and loyalty. This hybrid role requires a balance of in-office leadership and the flexibility of remote work, offering a dynamic environment for a seasoned professional looking to make a significant impact.

Key Responsibilities

• Lead, train, and mentor a team of customer support representatives, fostering a positive and productive environment.
• Oversee daily support operations, ensuring efficient handling of customer inquiries and issues.
• Develop and implement customer service policies and procedures to improve service quality.
• Monitor support metrics and analyze data to identify areas for improvement and growth.
• Handle escalated customer issues and complaints with professionalism and efficiency.
• Collaborate with other departments to ensure a cohesive customer experience.

Requirements

• Proven experience in a customer support leadership or supervisory role.
• Excellent leadership, coaching, and team management skills.
• Strong understanding of customer service best practices and CRM systems.
• Exceptional problem-solving abilities and decision-making skills.
• Ability to work effectively in a hybrid environment, balancing office and remote duties.
• Excellent communication and interpersonal skills.

Benefits

• Competitive salary commensurate with experience.
• Hybrid work model providing flexibility.
• Comprehensive health, dental, and vision insurance.
• Opportunities for leadership development and career advancement.
• A supportive team culture focused on continuous improvement.