Team Leadership: Lead, coach, and develop a Support Specialists team (Tier 1-3).
Performance Management: Monitor quality, productivity, CSAT, SLA attainment.
Operational Oversight: Manage ticket queues, schedules, coverage, and handoffs.
Escalation Management: Primary escalation point for complex issues; guide resolutions.
Reporting & Analytics: Track metrics and surface insights to the Regional Workforce Manager.
Cross-functional Collaboration: Partner with Leadership, Quality, Enablement, and SME teams.

🎯 Requirements

Experience: 2+ years direct people management in customer support or operations.
Skills: Strong English communication; ability to manage priorities and provide feedback.
Technical: Zendesk, Slack, Google Workspace; Redash or Snowflake; basic scripting.
Attributes: Ownership, accountability, people-first, adaptable.

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