Customer Support Team Lead

Lumen is looking for a dynamic and experienced Team Lead to join our Customer Support team. This role involves leading a support team of domain experts and technical specialists, managing escalations, and collaborating cross-company to enhance our customer journey. Our ideal candidate is a tech-savvy team player, passionate about exceptional customer service, health, and wellness.

Responsibilities:

• Ensure excellent customer support experience across multiple platforms with a focus on email and chat. Strive for continued improvement in quality.
• Ensure a customer-focused, accurate, and quick response to all customer inquiries across different tiers and channels.
• Handle escalations from the team, providing effective solutions and maintaining customer satisfaction.
• Identify friction points in the customer experience from pre-sales through the entire customer journey and propose actionable solutions.
• Manage, mentor, and grow team members, developing their career paths and fostering a supportive work environment.
• Collaborate with cross-functional teams to resolve customer pains and drive process improvements.
• Define, monitor, and meet KPIs for the customer service team, contributing to the overall company's KPIs.
• Initiate internal CS quality assurance initiatives and streamline workflows to enhance the efficiency and effectiveness of the team.

What we're looking for

• 2+ years in a customer support managerial role with a proven track record of managing and mentoring team members - Must.
• Native-level English proficiency - Must.
• B2C experience - Advantage.
• Demonstrated ability to handle escalations, resolve issues efficiently, and identify friction points in the customer journey.
• Leadership skills with a focus on performance and a self-driven attitude to drive change.
• Strong technical background with excellent diagnostic and troubleshooting skills
• Strong analytical and strategic thinking abilities, with a focus on proposing innovative solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Exceptional organizational skills with the ability to multitask and manage time effectively.
• Sales abilities to identify and capitalize on opportunities to upsell or cross-sell services.
• Salesforce and/or Intercom experience- Advantage.