Customer Support Lead
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Job Description
Customer Support Lead coaching Team Captains to support practitioners and clinic owners. Overseeing operations and leveraging AI tools to enhance team performance.
Responsibilities:
- Lead a group that assists practitioners and clinic owners in running their practices
- Coach and develop 4–6 Team Captains while fostering a supportive environment
- Conduct 1:1s and coaching sessions, equipping Captains to provide quality coaching
- Oversee operations, queue health, and escalations to improve customer experience
- Use AI-assisted workflows to enhance team efficiency
Requirements:
- 3–5 years of progressive leadership experience in a customer support or contact centre environment
- Experience developing team leads or supervisors
- Familiarity with contact centre software and CRM tools
- Highly organized with the ability to balance competing priorities without losing sight of the bigger picture
- Comfortable adopting new technology and picking up products and tools quickly
- Clear and empathetic communication.
- Flexible and fast-moving; able to navigate changes comfortably.
Benefits:
- Comprehensive benefits package
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