What you'll do: - Lead, coach, and support a team of Customer Support Representatives through regular one-on-ones and ongoing feedback. - Monitor ticket queues and team performance to ensure inquiries are handled efficiently and within department response goals. - Resolve escalated customer issues with professionalism, empathy, and sound judgment. - Conduct performance evaluations and partner with management on coaching and disciplinary processes when needed. - Assist with training and onboarding in the absence of the department trainer. - Support the implementation of new processes and operational improvements. - Collaborate with the Customer Support Manager and Director to drive department success. - Take on additional projects and responsibilities as needed.

What you'll

What you'll do: - Lead, coach, and support a team of Customer Support Representatives through regular one-on-ones and ongoing feedback. - Monitor ticket queues and team performance to ensure inquiries are handled efficiently and within department response goals. - Resolve escalated customer issues with professionalism, empathy, and sound judgment. - Conduct performance evaluations and partner with management on coaching and disciplinary processes when needed. - Assist with training and onboarding in the absence of the department trainer. - Support the implementation of new processes and operational improvements. - Collaborate with the Customer Support Manager and Director to drive department success. - Take on additional projects and responsibilities as needed.

What you'll