Customer Support Team Leader (Chat)

As a Chat Support Team Leader, you will oversee and guide a team of chat support agents. You’ll ensure high quality service through chat channels, meet performance and customer satisfaction metrics, manage escalations, mentor agents, and continuously improve processes. You’ll act as the bridge between agents and senior management, ensuring operational excellence and excellent customer experience.

Key Responsibilities

• Lead, coach, mentor, and motivate a team of chat support agents to achieve high performance, quality, and customer satisfaction.
• Monitor daily performance metrics (e.g. response time, resolution time, average handle time (AHT), customer satisfaction (CSAT), first contact resolution (FCR)) and ensure SLAs are met.
• Conduct regular 1-on-1s, performance reviews, feedback sessions, and coaching to help agents improve.
• Handle escalated chats / issues that are beyond the agents' scope; ensure proper resolution and follow-up.
• Ensure team adherence to company policies, chat best practices, brand tone, compliance, confidentiality, etc.
• Collaborate with QA / Training teams to ensure consistent quality, identify training gaps, design/implement training refresher sessions.
• Manage scheduling, shift coverage, workload balancing to ensure availability of chat support during required hours.
• Use data and reports to spot trends, recurring issues, areas for improvement; propose process improvements.
• Lead by example, maintain positive team culture, ensure high morale, and assist in onboarding / ramping up new agents

Required Skills & Qualifications

• Prior experience (typically 2-4 years) in customer support/chat support roles; at least 1-2 years in a leadership / supervisory role
• Excellent written communication skills; ability to maintain professional, clear, empathetic tone in chat.
• Strong analytical ability: capable of reading and interpreting performance metrics, reports, making data-driven decisions.
• Good organizational, time management, and multitasking skills.
• Leadership, people-management, coaching skills.
• Familiarity with chat platforms / customer support or CRM tools (Zendesk, Freshdesk, Intercom, or similar).

Preferred / Nice-to-Have

• Experience in an e-commerce industry is a plus.
• Familiarity with using dashboards, reporting tools, basic analysis / Excel / Google Sheets skills

KPIs / Success Metrics

• Resolution time / time to close chats
• Customer satisfaction (CSAT), Net Promoter Score (NPS) or equivalents
• First Contact Resolution (FCR)
• Agent productivity and occupancy
• Quality scores (chat quality, tone and adherence to scripts)
• Escalation rate & resolution of escalations