L1 Support Team Leader

About the Role

The Level 1 Support Team Lead is responsible for guiding, developing, and operationally managing a team of Level 1 Support Representatives. This role ensures high-quality customer support delivery, consistent achievement of SLAs, operational excellence, and alignment with the Support organization’s objectives. The Team Leader acts as a coach, mentor, and operational point of escalation while driving continuous improvement and maintaining alignment with Support organization goals.

Key Responsibilities

• Lead, coach, and mentor L1 Support Representatives; conduct regular 1:1s, provide feedback, and support performance development.
• Oversee daily operations, including workload distribution, coverage planning, and ticket queue health.
• Ensure high-quality ticket handling through coaching, reviews, and adherence to support processes and SLAs.
• Ensures critical and high priority issues are smoothly resolved in a timely manner.
• Support onboarding and training of new hires and trainees; identify team knowledge gaps and coordinate training actions.
• Monitor key support metrics (SLA, productivity, long running tickets, backlog, CSAT, resolution speed) and take actions to maintain or improve performance.
• Assist agents in solving complex or sensitive customer cases.
• Provide assistance and handle escalated customer situations. Ensure proper follow-up to guarantee a satisfactory customer experience.
• Analyze trends, recurring issues, and operational risks and provide insights to improve processes, tools, or documentation.
• Collaborate with cross-functional teams (Product, Engineering, L2/L3, Customer Success) to address customer-impacting issues.
• Contribute directly to support during peak times or incidents and stay current with product updates and changes.
• Lead or participate in cross-functional initiatives to improve support operations, tools, and customer experience.
• Promote and contribute to internal knowledge base development and maintenance.
  
  

Requirements

• 4+ years in customer/application support, including experience as an L1 or L2 Support Agent.
• 2+ years in a leadership, mentorship, or team lead capacity in a technical support environment.
• Technical degree in Computer Science, Information Technology, Engineering, or related fields
• Working knowledge of Windows/Unix, SQL/databases, networking fundamentals, and APIs.
• Experience with ticketing and reporting systems (e.g., Zendesk, Clicdata).
• Strong communication skills and proficiency in English (both oral and written).
  
  

Competencies

Core Competencies

• Strong customer advocacy, communication, and expectation-setting skills.
• Analytical mindset and solid problem-solving abilities.
• High accountability, operational awareness, and ability to prioritize effectively.
• Professionalism, organization, and ability to work under pressure.
• Strong work ethic and a positive, professional attitude
  
  

Leadership Competencies

• Coaching, feedback, and performance management skills.
• Conflict and escalation management.
• Ability to motivate teams and influence cross-functionally.