Client Support Team Lead

Role Overview

• Build and manage a team of 5-10 Client Support Associates handling tier 1 merchant and partner inquiries
• Develop training programs for new hires and ongoing skill development for existing team members and train utilizing developed material
• Conduct quality assurance reviews of ticket responses and customer interactions to maintain service excellence and identify areas of improvement for agents and the team
• Coach and mentor team members through 1:1s, performance feedback, and skill development plans
• Monitor team performance against SLA targets (first response time, resolution time, average handle time, one touch resolutions, CSAT, QA)
• Manage ticket queues and channels and own staffing decisions to ensure proper resources allocation for timely responses during hours of operations and peak periods across channels
• Determine escalation routing rules to direct which tickets need PSM or Technical Support involvement or any other cross-functional collaboration
• Create and maintain response templates, knowledge base articles, and support playbooks
• Handle support tickets alongside your team to stay connected to customer needs
• Manage complex escalations that require additional expertise or judgment
• Serve as the escalation point for difficult customer situations requiring leadership involvement
• Respond to client inquiries during high-volume periods or urgent situations
• Establish quality standards for ticket documentation, response tone, and resolution thoroughness
• Identify recurring issues and collaborate with Product, Engineering, and CS Operations to address root causes
• Track and report on support metrics
• ticket volume trends, resolution rates, customer satisfaction, team performance
• Drive continuous improvement of support processes, workflows, and efficiency
• Collaborate with CS Operations to identify, prioritize, design and implement automation opportunities and AI-powered support tools
• Maintain SLA compliance across all ticket types and priority levels
• Partner with Partner Success Managers to ensure seamless handoffs for strategic partner issues
• Work closely with Technical Support on technical escalations requiring deeper expertise
• Coordinate with Risk, Compliance, and Onboarding teams on merchant account issues
• Provide insights to leadership on support trends, customer pain points, and resource needs

Requirements

• 3-5 years in customer support, with at least 2 years in a help desk, technical support, or customer success environment
• 1-2 years of team leadership experience
• coaching, training, and managing support representatives
• Proven track record of managing support metrics and improving team performance
• Experience with ticketing and QA Platforms such as Zendesk, Freshdesk, Intercom, Maestro or similar platforms

Benefits

• Comprehensive health, dental, and vision benefits
• Flexible work environment (hybrid in Miami or fully remote)
• Professional development opportunities
• Collaborative, growth-oriented culture with leadership accessibility