L1 Support Team Lead

The Team Lead, L1 Support, is responsible for managing and mentoring a team of L1 Support Specialists, ensuring optimal team performance and high levels of customer satisfaction across the entire product ecosystem. This role plays a key part in team coaching, performance monitoring, reporting, workflow optimization, and customer incident communication. It also involves driving process improvements and implementing automation within support operations.

What will you do:

• Lead and manage a team of L1 Support Specialists, ensuring timely, efficient, and high-quality resolution of customer inquiries.

• Monitor and analyze team performance against KPIs, providing regular feedback, coaching, and development opportunities to enhance individual and team results.

• Handle escalated customer issues, ensuring they are resolved promptly and to the highest standard.

• Collaborate cross-functionally with departments such as Sales, Customer Success, L2 Support, Integrations, Product Marketing, Product, and Agency teams to deliver seamless support across all customer touchpoints.

• Contribute to the development, maintenance, and optimization of internal support documentation and customer-facing resources.

• Lead and participate in initiatives aimed at increasing team productivity and operational efficiency, including new workflow design and process improvement.

• Organize and facilitate regular team meetings to promote knowledge sharing, track progress, and align with broader business objectives.

• Contribute to small-scale projects such as building customer onboarding workflows or creating integration checklists for Sales enablement.
• Lead the feature Go-To-Market (GTM) process from the L1 Support perspective, including product release support, Help Center updates, and cross-functional knowledge transfer as needed.

• Own and maintain the Help Center, ensuring content is accurate, up-to-date, and aligned with product and customer needs.

• Manage Intercom, including subscription renewals, implementation of new features, and the optimization of its full suite of tools.

• Own the refinement and continuous improvement of AI models and scenario development for customer support automation.

About you:

• Minimum of 2 years of experience managing a customer-facing support team of at least 5 members.

• Proficiency in English at a C1 level (advanced).

• Strong expertise in Intercom, including automation workflows, Knowledge Base creation, reporting, and outbound communications.

• Proven leadership, mentoring, and coaching skills, with a passion for team development.

• Solid understanding of B2B customer service operations, best practices, and service delivery metrics.

• Strong analytical and problem-solving skills with the ability to make data-driven decisions.

• Excellent written and verbal communication skills, capable of motivating and inspiring teams.

• Exceptional time management and organizational skills, with the ability to juggle multiple priorities and projects effectively.

• Business-oriented mindset with a focus on delivering value and driving customer success.

It would be great if you have:

• Bachelor’s degree in this direction.

• Leadership or team management certifications.

https://gsz.gov.by/registration/employer/vacancy/1464347/detail-public/