Customer Support, Team Lead, Night-Shift – AgencyAnalytics

We’re seeking a Customer Support,  Team Lead to join our growing global team, working alongside the Senior Manager, Customer Support. Our department is renowned for stellar customer support, both internally and externally (just check our reviews on platforms like g2.com).

This role will have the following shift hours: 7pm-3am ET.

Job Responsibilities
Support and coach a team of  Customer Support members with a focus on conversation quality, accuracy, tone, and communication skills.
Cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes and supporting team members.
Contribute to training programs and ensure smooth onboarding experiences for new hires.
Build strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies.
Contribute to the achievement of quarterly goals and team-wide OKRs, focusing on metrics like response time and customer satisfaction.
Review and enhance our live chat offering, suggesting improvements to the customer experience.
Conduct weekly 1:1s with direct reports, providing feedback, sharing updates, and ensuring overall team member success and well-being.
Ensure adherence to processes and quality across all regions, working with leadership and other Team Leads.
Oversee internal Customer Support documentation and assist the Documentation Manager with external content as needed.
 
Job Requirements
3 to 5+ years’ experience leading Customer Support teams, ideally in a fast-growing environment.
Experience managing text-based live chat support.
Expertise in coaching team members on communication, messaging, and efficiency.
Exceptional written and verbal communication skills.
High technical proficiency and ability to implement and scale processes.
Strong emotional intelligence with a people-first mindset and ability to inspire and lead.
Excellent problem-solving skills, with a data-driven approach.
Experience collaborating across departments to meet customer and team needs.
Understanding of digital marketing agencies and SEO/marketing channels is desirable.
Experience with Customer Success-focused initiatives and copywriting or other writing/editorial experience is also desirable.
Bachelor’s degree (or higher) in a relevant field is preferred, or relevant work experience.