Customer Support Group Lead

Responsibilities

• Manage day-to-day team operations: attendance, adherence, shifts, and handovers
• Run daily stand-ups and assign priorities
• Monitor KPIs in real time and trigger corrective actions
• Analyze escalations and repeat contacts; implement improvements
• Report shift performance and communicate product/policy updates
• Coach team members and support onboarding
• Ensure policy, data privacy, and compliance standards

Qualifications

• 2–4 years in Customer Support/Contact Center or Operations
• 1–2 years in a senior agent, coordinator, or team lead role
• Experience managing around 20 agents with direct KPI ownership
• Strong data and KPI analysis skills; comfortable with dashboards
• Experience with CRM/ticketing tools and Google Sheets/Excel
• English + regional language

Nice to Have:

• BPO, e-commerce, fintech, logistics...