Role Summary The Support Team Lead is responsible for day-to-day leadership and performance of a team of Support Specialists. This role balances hands-on people management with operational oversight, including coaching team members, driving performance outcomes, managing escalations, and ensuring contributors receive consistent, high-quality support experiences. The ideal candidate leads with curiosity, communicates proactively, and holds themselves and their team to a high standard of accountability, quality, and continuous improvement. Key Responsibilities Team Leadership & Coaching: Lead, coach, and develop a team of Support Specialists through regular 1:1s, structured feedback, and performance conversations. Foster a collaborative, accountable, and high-performing team culture. Performance Management: Monitor and evaluate team performance across quality, productivity, CSAT, SLA attainment, and adherence metrics. Identify trends, surface insights, and create action plans to drive continuous improvement. Operational Oversight: Manage day-to-day team operations including ticket queue health, schedule adherence, coverage coordination, and shift handoffs. Escalation Management: Serve as the primary escalation point for complex or unresolved contributor issues. Reporting & Analytics: Track and report on team performance metrics, surfacing trends and actionable insights. Cross-functional Collaboration: Partner with Leadership, Quality, Enablement, and SME teams to drive process improvements and contributor experience enhancements. Team Development & Training: Support the onboarding of new team members and contribute to ongoing training and development. Minimum Qualifications Experience: Minimum 2 years of direct people management experience in a customer support or operations environment. Skills: Strong written and verbal communication skills in English. Proven ability to manage competing priorities, make sound decisions under pressure, and deliver constructive feedback effectively. Technical: Proficiency in support and collaboration tools including Zendesk, Slack, and Google Workspace. Attributes: High ownership and accountability. People-first mindset with the ability to balance empathy and operational efficiency. What Success Looks Like Successful Team Leads build trust while holding their teams accountable. They coach through curiosity, empower agents to work more independently, and communicate proactively with both their team and stakeholders.