Conduct regular check-ins with 10–15 student team members to support engagement, development, and performance
Gather and share feedback on products, workflows, and internal processes
Identify knowledge gaps and areas for improvement through regular work reviews
Support onboarding and role transitions for new and existing team members
Own daily Support operations and adjust priorities based on business needs
Monitor ticket queues and support platforms to identify workload spikes, bottlenecks, and operational issues
Review resource allocation and flag areas requiring operational adjustments
Assist with managing access to tools, systems, and platforms used by the team
Ensure team members have the resources, documentation, and support needed to succeed
Co-create and maintain internal documentation, processes, workflows, and the team Knowledge Base
Develop and maintain best practices for internal and customer communication
Ensure team knowledge, processes, and workflows are clearly documented and easily accessible

Customer Support Team Lead

Key skills