SupportZebra LLC
Technical Support Team Lead
Job Description
**Support Team Lead**
**What You’ll Do**
Team Leadership & Delivery
- Lead, coach, and mentor a team of Support Specialists to deliver world-class support across platforms such as Shopify, Amazon, Etsy, and other eCommerce channels
- Ensure consistent delivery of high-quality, real-time support via chat and ticketing systems
- Act as the primary escalation point for complex or high-impact customer issues
Performance & KPI Management
- Monitor and manage team performance across key metrics (CSAT, FRT, AHT, SLA adherence, backlog health)
- Conduct regular performance reviews, coaching sessions, and feedback loops to improve agent performance
- Drive accountability and ownership within the team
Data-Driven Insights & Improvement
- Analyze support data and customer insights to identify recurring issues and operational gaps
- Lead initiatives to improve processes, reduce ticket volume, and enhance customer experience
- Provide actionable recommendation...
**What You’ll Do**
Team Leadership & Delivery
- Lead, coach, and mentor a team of Support Specialists to deliver world-class support across platforms such as Shopify, Amazon, Etsy, and other eCommerce channels
- Ensure consistent delivery of high-quality, real-time support via chat and ticketing systems
- Act as the primary escalation point for complex or high-impact customer issues
Performance & KPI Management
- Monitor and manage team performance across key metrics (CSAT, FRT, AHT, SLA adherence, backlog health)
- Conduct regular performance reviews, coaching sessions, and feedback loops to improve agent performance
- Drive accountability and ownership within the team
Data-Driven Insights & Improvement
- Analyze support data and customer insights to identify recurring issues and operational gaps
- Lead initiatives to improve processes, reduce ticket volume, and enhance customer experience
- Provide actionable recommendation...