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Customer Support Team Lead (Hybrid - Atlanta,GA)

Petcare

 

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Customer Support Team Lead

Location: Atlanta, GA (Hybrid)

About The Role

 The Customer Support Team Lead at Gingr is a critical role responsible for managing the daily operations of the Customer Support Team, overseeing Tier 1, Tier 2, and Tier 3 agents, and actively contributing as a senior agent. This role involves close collaboration with the Customer Support Manager, other Team Leads, and cross-functional teams to ensure exceptional customer service across all communication channels (phone, email, and chat).

The role also focuses on driving process improvements, managing escalations, and supporting the team's growth as the department scales to meet increasing demands.

What You'll Do 

  • Oversee daily operations of the Customer Support Team, managing a group of 6–8 direct reports across Tier 1, Tier 2, and Tier 3 agents.
  • Mentor, coach, and provide training to team members, including performance reviews and professional development plans.
  • Serve as the primary contact for customer escalations, particularly software-related issues, and coordinate with Product and Development teams to address defects and deliver solutions.
  • Manage incoming support inquiries, ensuring performance metrics such as ticket closure rates and CSAT scores are met.
  • Collaborate with the Customer Support Manager and other Team Leads in weekly meetings to discuss open projects and operational goals.
  • Work closely with the Learning & Knowledge Specialist to develop and update training materials for onboarding new team members and upskilling existing staff.
  • Contribute to the hiring, onboarding, and offboarding processes for team members, ensuring smooth transitions and alignment with team needs.
  • Continually assess and improve support processes and workflows to accommodate team growth and enhance scalability.
  • Assist in creating and maintaining customer self-service resources, identifying gaps, and enhancing content.

What You'll Bring

  • 3–5 years of customer-facing experience, with a focus on customer support.
  • At least 2 years of leadership experience managing people across multiple support tiers.
  • Strong leadership abilities with the capacity to manage teams with varying experience levels.
  • Excellent communication skills, both verbal and written, for internal collaboration and external customer interaction.
  • Strong problem-solving skills and an analytical mindset to drive process improvements and address complex customer issues,
  • Proficient in multitasking and maintaining efficiency in a fast-paced environment.
  • Results-oriented with a proactive, detail-oriented, and adaptable approach.
  • A team player with patience and a positive attitude, capable of motivating and inspiring team members.
  • Technical Proficiency with software applications

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