Job Summary
A company is looking for a Customer Support Lead to manage day-to-day operations across customer-facing channels.
Key Responsibilities
- Own agent performance metrics and drive improvements in customer satisfaction and quality scores
- Collaborate with cross-functional teams to ensure quality standards are met in automated and human interactions
- Develop operational feedback loops and reporting mechanisms to inform business decisions and improve support readiness
Required Qualifications
- 5+ years of experience in customer support or operations, preferably in a B2C fintech or financial services environment
- Experience managing frontline teams and optimizing multi-channel support
- Deep experience with support technology stacks, including CRM and automation tools
- Highly analytical mindset with the ability to derive insights from data
- Experience working with BPOs or outsourced vendors is a plus