Customer Support Team Lead

Description

Eye Armour Tech (Pvt) Ltd is seeking a dedicated and experienced Customer Support Team Lead to oversee a team of five customer support specialists. This role demands strong leadership capabilities combined with exceptional US English communication skills to ensure the delivery of high-quality support to our US-based clients. The ideal candidate will be responsible for managing the daily operations of the customer support team during the night shift, fostering a productive and professional atmosphere, and guiding the team toward continuous performance improvement. In this position, you will lead by example by handling escalated customer issues and maintaining adherence to company policies and data privacy standards. You will be instrumental in enhancing team performance through effective coaching, monitoring key customer support metrics, and collaborating across departments to resolve complex customer concerns. This role requires a proactive approach to problem-solving and multitasking within a dynamic environment focused on delivering excellent customer service.

Responsibilities

• Lead, supervise, and motivate a team of 5 customer support representatives during the night shift to achieve performance targets and maintain high-quality service.
• Manage daily customer support operations by ensuring timely and effective handling of inquiries, complaints, and service requests through help desk and ticketing systems.
• Handle escalated customer issues efficiently and professionally to maintain customer satisfaction and uphold company standards.
• Monitor and analyze customer support metrics and reporting to evaluate team performance and implement improvement plans.
• Coach and train team members on communication skills, product knowledge, and customer service best practices to enhance overall team effectiveness.
• Review interactions between support agents and customers regularly to provide constructive feedback and support continuous learning.
• Prepare and present daily and weekly performance reports to management, highlighting trends, challenges, and opportunities.
• Maintain and update the knowledge base to ensure the support team has easy access to accurate and current information.
• Coordinate with internal departments to resolve complex customer issues promptly and efficiently.
• Ensure compliance with company policies, customer data privacy regulations, and industry standards in all customer interactions.
• Promote a professional, positive, and collaborative team environment that encourages accountability and growth.
• Utilize CRM software and customer support platforms such as Zoho Desk effectively to manage cases and customer information.
• Demonstrate strong multitasking skills by balancing customer interactions, team management duties, and reporting responsibilities throughout the shift.

Experience

4 Years

Apply By

Nov 30, 2026

Required Skills

• Customer Escalation Management
• Coaching and Mentoring
• Conflict Resolution
• Customer Service
• Multitasking
• phone call
• Expert English Communication
• English Communication
• Problem Solving
• knowledge base management
• Customer Support Metrics And Reporting
• Help Desk and Ticketing systems
• Team Leadership

Nice to Have Skills

• Zoho Desk
• Customer Relationship Management (CRM) Software
• Performance Coaching
• Data Privacy Compliance
• Microsoft Office Suite
• Organizational Skills
• Time management
• Interpersonal skills