Customer Support - Team Lead
First seen by Alion on Nov 10, 2026.
Lead, mentor, and motivate a team of customer support representatives to deliver exceptional service.
Monitor team performance, set clear objectives, and provide regular feedback to ensure high-quality support.
Develop and implement customer support policies, procedures, and best practices to optimize efficiency.
Handle escalated customer inquiries and resolve complex issues in a timely and professional manner.
Analyze support metrics and generate reports to identify trends, areas for improvement, and training needs.
Collaborate with cross-functional teams to address customer pain points and enhance the overall customer journey.
Conduct regular team meetings, training sessions, and performance reviews to foster continuous development.
Ensure adherence to company standards, compliance requirements, and service level agreements (SLAs).
Utilize customer feedback to drive process improvements and contribute to product development discussions.
Manage scheduling, resource allocation, and workflow to maintain optimal coverage in a hybrid work environment.
Requirements
Minimum of 5 years of experience in customer support or a related field, with at least 1 year in a leadership role.
Proven ability to lead and develop high-performing teams in a fast-paced environment.
Strong problem-solving skills and the ability to handle escalated customer issues effectively.
Excellent communication and interpersonal skills, both written and verbal.
Experience with customer support software, CRM systems, and reporting tools.
Demonstrated ability to analyze data and implement process improvements.
Ability to work independently and collaboratively in a hybrid (remote and on-site) work arrangement.
Strong organizational and time management skills with attention to detail.
Flexibility to adapt to changing priorities and business needs.
Commitment to delivering outstanding customer experiences and upholding company values.