Team Leader, Support

As a Team Leader, Support at Lone Wolf, you will primarily be responsible for managing and developing a team of customer support professionals, ensuring high performance, coaching through one-on-ones, and facilitating new staff onboarding. You will analyze call center reports to improve operational workflows and respond to client needs, helping to ensure exceptional customer satisfaction.

To be considered for the Team Leader, Support role at Lone Wolf, candidates should have 2-3 years of experience in customer support, with a preference for those who have previous leadership experience. Familiarity with SaaS environments and strong analytical skills are also beneficial, alongside excellent communication and coaching abilities.

Lone Wolf promotes team performance through the establishment of a high-performance environment, where the Team Leader, Support uses coaching methodologies during one-on-ones, conduct team meetings, and develop strategies based on call center metrics to ensure that everyone is working towards common goals and objectives.

The essential soft skills for a Team Leader, Support at Lone Wolf include excellent communication skills, critical thinking, problem-solving capabilities, and a detail-oriented nature. The ability to foster meaningful relationships and prioritize tasks in a fast-paced environment is crucial for success in this role.

A Team Leader, Support at Lone Wolf will be expected to be proficient in Microsoft Office applications such as Outlook, Excel, SharePoint, and Word, which will aid in analyzing performance metrics, communicating with team members, and reporting on operational improvements.

When coaching team members, I focus on an empathetic and understanding approach, adapting my coaching style based on individual needs. I believe in conducting regular one-on-ones where we can set personal and professional goals, review past performance and collaboratively create an action plan to achieve their aspirations.

In my previous role, I noticed that response times for customer queries were lagging. I initiated a project to analyze call center metrics, which led to real-time adjustments in staffing and the implementation of an FAQ system to reduce repeat inquiries. As a result, our response rate improved by 30%.

To maintain high morale in a remote support team, I would organize regular team-building activities, ensure open lines of communication, and celebrate small wins together. Additionally, I would encourage feedback and suggestions from team members to create a sense of ownership and belonging.

I utilize regular interdepartmental meetings to share insights, trends, and pain points from our customer support team. I believe effective communication relies on transparency and fostering relationships where feedback and collaborative problem-solving become a norm rather than an exception.

Key performance indicators (KPIs) such as first response time, resolution rate, customer satisfaction scores, and agent utilization are essential metrics for evaluating a support team's performance. I also place importance on qualitative feedback from both customers and team members to assess efficiency and areas for improvement.

Handling an escalated customer complaint involves first acknowledging the issue at hand and listening actively to the customer’s concerns. I would work to resolve the issue quickly and effectively, while keeping the customer informed throughout the process and ensuring follow-up to confirm their satisfaction.

During high-volume periods, I prioritize tasks based on urgency and customer impact. I ensure the team focuses on high-priority issues while simultaneously keeping communication open to delegate or reallocate resources to manage workload efficiently.

I foster a culture of continuous improvement by establishing regular feedback loops where team members can share insights and identify areas needing enhancement. Additionally, I promote training and development opportunities that encourage skill acquisition and innovation among team members.

Analytics are is at the heart of my management style. I believe in making data-driven decisions; therefore, I regularly review call center analytics to gauge team performance, customer satisfaction, and identify trends that can lead to improved processes and better outcomes.

For onboarding new support staff, I implement a structured training program that combines hands-on practice with shadowing experienced team members. This not only equips them with the necessary skills but also helps them build relationships within the team, ensuring they feel welcomed and supported from day one.