We’re seeking a Customer Support Team Lead to join our growing global team, working alongside the Senior Manager of Customer Support. At Kayman, we are dedicated to delivering exceptional customer experiences, ensuring our support is renowned both internally and externally. If you’re a proactive leader passionate about coaching, optimizing support processes, and driving operational excellence, this role is for you.
As a Customer Support Team Lead, you will be responsible for overseeing and coaching a team of Customer Support representatives to ensure top-tier service delivery. Your mission is to drive efficiency, enhance communication quality, and maintain customer satisfaction. This role involves direct team management, continuous training, and optimizing support operations.
● Be a part of something bigger: Join a company that values innovation, customer satisfaction, and continuous growth.
● Career Development: Receive ongoing training and development opportunities to advance in your career.
● Collaborative Team: Work with a passionate and talented team dedicated to excellence in customer support.
● Support and mentor a team of Customer Support members, focusing on conversation quality, accuracy, tone, and communication skills.
● Cultivate a positive and collaborative team culture, recognizing achievements and celebrating successes.
● Conduct regular 1:1 meetings with direct reports, providing feedback, updates, and ensuring overall well-being.
● Contribute to training programs and ensure smooth onboarding experiences for new hires.
Process Optimization & Strategy
● Oversee adherence to processes and maintain support quality across all regions.
● Build strong relationships with cross-functional teams to enhance operational efficiencies.
● Contribute to the achievement of quarterly goals and team-wide objectives, focusing on response time and customer satisfaction.
● Enhance live chat support, implementing improvements to optimize customer experience.
● Maintain internal support documentation and collaborate with the Documentation Manager for external content.
Expected Results
● Customer satisfaction remains consistently high through efficient and effective support.
● A well-structured coaching and development plan for Customer Support team members.
● Streamlined support processes that reduce response time and improve overall efficiency.
● Optimized live chat and documentation processes to enhance customer experience.
● Achievement of key metrics, such as response time targets and customer engagement improvements.
Ideal Candidate
● Passionate about customer support: You prioritize excellent service and customer success.
● Strong communicator: You provide clear, concise, and effective written and verbal communication.
● Data-driven: You analyze performance metrics to optimize support strategy.
● Experienced leader: You have experience coaching and mentoring support teams.
● Highly adaptable: You thrive in fast-paced environments and stay updated with industry trends.
Requirements
● 3 to 5+ years’ experience leading Customer Support teams in a fast-growing environment.
● Experience managing text-based live chat support.
● Strong expertise in coaching team members on communication, messaging, and efficiency.
● High technical proficiency with the ability to scale and optimize support processes.
● Strong emotional intelligence with a people-first mindset.
● Excellent problem-solving skills, with a data-driven approach.
● Experience collaborating across departments to meet customer and team needs.
● Understanding of digital marketing agencies and SEO/marketing channels is desirable.
● Experience with Customer Success-focused initiatives and copywriting is a plus.
● Bachelor’s degree (or higher) in a relevant field is preferred, or relevant work experience.
Benefits
● Generous PTO policy.
● Monthly wellness bonus.
● Fully remote work environment.
● Flexible work schedule.
● Significant earning potential based on performance.
● Access to top-tier sales training and mentorship
We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or cognitive need, sexual orientation, and any other category protected by law. Upon request, we will provide accommodation for applicants with disabilities.
All your information will be kept confidential.
