Job Description
Technical 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 a...
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