S1 Team Lead (Manager) — First-Line Support & Client Experience

S1 Team Lead (Manager) First-Line Support & Client Experience Role Purpose Why S1 Exists S1 exists to deliver a predictable, professional client experience through: Rapid response and triage High first-contact resolution Clean communication Disciplined escalation Stable day-to-day operations S1 sets the tone for trust. Your job is to make S1 fast, calm, consistent, and measurable. 90-Day Mission Definition of Done By Day 90, S1 operates like a machine: Clear priorities, clean queues, visible workload Strong first-line resolution and fewer repeat tickets Consistent customer comms and satisfaction improvement Escalations into S2/S3 are clean and complete SOPs are used daily and audited Scoreboards run weekly and drive measurable improvements Commercial handoffs prevent missed billing and scope creep Primary Outcomes What Success Looks Like Operational Reduced backlog and predictable ticket flow Faster resolution and improved first-contact fix rate Reduced repeat tickets and recurring no...