Customer Service Team Leader

Location: Orlando
Role Title: Customer Service Team Leader
Salary: $48,000 - $55,000 DOE | Plus Bonus
Hours: Monday - Friday, with occasional weekends

Role Overview:
The Customer Service Team Leader in B2B Tech Support oversees a team of support specialists, ensuring the efficient resolution of technical issues for business clients. The role combines leadership, technical expertise, and a commitment to delivering exceptional customer experiences. This individual will be responsible for managing the team’s performance, optimizing workflows, and fostering a customer-centric environment.

Key Responsibilities:

• Team Leadership and Development
• Lead, mentor, and coach a team of tech support specialists, fostering a positive and high-performance culture.
• Conduct regular one-on-one meetings, providing feedback and identifying professional development opportunities.
• Monitor team performance against KPIs such as response time, resolution time, and customer satisfaction.
• Customer Support Management
• Oversee the day-to-day operations of the tech support team, ensuring service level agreements (SLAs) are consistently met.
• Act as an escalation point for complex or high-priority technical issues, providing guidance and resolution.
• Ensure the delivery of timely, accurate, and professional support to B2B clients via multiple channels (phone, email, live chat).
• Technical Expertise and Problem-Solving
• Stay informed about the company’s products, services, and updates to provide in-depth technical support.
• Work closely with product and engineering teams to communicate recurring issues and suggest improvements.
• Create and maintain documentation to streamline problem resolution and support team training.
• Process Optimization
• Develop and implement processes to improve efficiency and customer satisfaction.
• Utilize customer feedback and support metrics to identify areas for improvement.
• Ensure proper use of CRM and ticketing systems to track and analyze support cases.
• Client Relationship Management
• Build strong relationships with key B2B clients to understand their needs and enhance the support experience.
• Organize and lead periodic client reviews to discuss performance, address concerns, and strengthen partnerships.
• Collaboration Across Departments
• Work with sales, account management, and product teams to ensure alignment on client needs and service standards.
• Provide insights from support interactions to inform product development and feature enhancements.

Required Skills and Qualifications:

• Proven experience in a team leadership role within a tech support or customer service environment.
• Strong technical aptitude with familiarity in troubleshooting hardware, software, or SaaS platforms.
• Excellent communication and interpersonal skills, with the ability to engage with clients at all levels.
• Proficiency in using CRM and ticketing systems (e.g., Zendesk, Salesforce, Freshdesk).
• Strong organizational and time management abilities to handle competing priorities.
• Analytical mindset with experience using data to improve team performance and customer satisfaction.
• A customer-first attitude with a passion for delivering exceptional service.

Preferred Qualifications:

• Experience in B2B customer support, especially in the tech or SaaS industry.
• Familiarity with ITIL frameworks or technical certifications.
• Exposure to Agile methodologies or project management tools.

Key Performance Indicators (KPIs):

• Average response and resolution times.
• Customer satisfaction (CSAT) or Net Promoter Score (NPS).
• Team productivity and adherence to SLAs.
• Escalation and resolution success rates.

Job Type: Full-time

Pay: $48,000.00 - $55,000.00 per year

Schedule:

• Monday to Friday
• Weekends as needed

Experience:

• Call center management: 1 year (Required)
• Performance management: 1 year (Required)

Ability to Commute:

• Orlando, FL 32801 (Required)

Ability to Relocate:

• Orlando, FL 32801: Relocate before starting work (Preferred)

Work Location: In person

Salary : $48,000 - $55,000