Customer Support Lead

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