Customer Support Group Lead

Key Responsibilities

• Own day-to-day management of a team (up to 20 agents): attendance, adherence, break control, handovers, and shift change discipline.
• Run daily stand-ups with yesterday’s KPIs, today’s priorities, blockers, and assignment.
• Monitor SLA, CSAT, AHT, QA, adherence, efficiency (chats/hour) in real time. Trigger corrective actions.
• Deep-dive analysis (repeated contacts, escalations) and implement fixes.
• Identify recurring defects (top contact categories/root causes) and submit proposals to improve flows, scripts and self-help sections.
• Pilot improvements (A/B where possible), measure impact, and scale successful changes.
• Report shift results with a short summary.
• Communicate changes (policy, product, promos) clearly to the team and verify understanding.
• Support hiring/onboarding and developing. Highlights performance risks early.
• Enforce policy, data privacy, and compliance standards. Coordination with HR/QA/Training as needed.

Skills, Knowledge & Expertise

• 3–4 years in Customer Support/Contact Center or Ops. 1–2 years in a coordinator/senior/acting-supervisor capacity.
• Background in BPO, ride-hailing/delivery, e-commerce/marketplace, fintech, or logistics preferred.
• Hands-on experience managing 20 agents per shift, with direct KPI accountability (SLA, CSAT, AHT, QA, Efficiency).
• Proven record of coaching, running stand-ups, real-time monitoring and handling escalations.
• Bachelor’s degree in Management, Communications, Operations or related field preferred (or equivalent experience).
• Certifications: COPC, Lean Six Sigma (Yellow/Green Belt) is a plus.
• Familiarity with QA frameworks, WFM basics (coverage, shrinkage, interval staffing) and root-cause analysis.
• KPI & data literacy: deep-dives, and action planning. Ability to read BI dashboards.
• Tools: ticketing and CRM platforms, QA/WFM suites, and Google Sheets/Excel. Basic SQL or data extraction is a plus.
• Process discipline: SOPs, playbook compliance, change control, incident communications.
• Escalation & risk handling: fraud/safety/regulatory awareness. Accurate documentation and evidence collection.
• People leadership & coaching: clear expectations, timely feedback, and respectful accountability.
• Prioritization & decision-making: acts on real-time signals. Balances speed with quality.
• Conflict resolution & de-escalation: keeps calm under pressure. Protects customer experience.
• Conversacional advance level of english B2-C1

Job Benefits

• Competitive salary range.
• Opportunity for advancement and upward mobility within the organization, allowing for increased levels of responsibility and growth within the company