Core Customer Support Team Lead

Lead the Core Customer Support team at Nelson, ensuring high-quality service. Manage daily operations while fostering a customer-focused culture and achieving performance goals. As a Customer Support Team Lead, you will oversee daily leadership within Customer Operations. This role requires expertise in team coaching, managing inquiries, and maintaining SLA compliance while utilizing Salesforce Service Cloud accurately. You will drive process improvements to enhance the customer experience and support your team's development and efficiency. Key Responsibilities:

• Lead and develop Customer Support Representatives daily
• Monitor KPIs and provide performance feedback consistently
• Manage operations ensuring inquiry resolutions meet SLAs
• Utilize CRM systems for accurate customer interaction logging
• Act as primary escalation point for complex customer issues

Requirements:

• 2–3 years of management experience required
• Strong customer service and problem-resolution skills
• Excellent communication with stakeholders expected
• Ability to adapt to peak times and manage multiple tasks
• Post-secondary education or equivalent preferred

Elevate customer support quality and team performance with your leadership at Nelson. #J-18808-Ljbffr