Customer Support Team Lead

About the role

Nysonian is seeking a Customer Support Team Lead to own the performance and operational management of an email support team during each shift. You will coach agents in real time, analyze data, and ensure high‑quality ticket resolution while maintaining floor discipline.

Key responsibilities

• Manage day‑to‑day floor operations for 8‑10 email support agents.
• Monitor agent availability, performance, and ticket queues in real time.
• Conduct daily check‑ins and weekly coaching sessions.
• Own team KPIs such as ticket volume, CSAT, retention, QA score, and reopen rate.
• Spot‑check 3‑5 tickets per agent per shift for quality and accuracy.
• Enforce SOP compliance; ensure tickets are closed only when fully resolved.
• Escalate high‑risk cases, chargeback signals, and unresolved issues to the CS Manager.
• Submit daily and weekly performance reports with context and actions taken.
• Support onboarding and ramp‑up of new agents.
• Maintain team morale and a professional floor environment.

Required profile

• 3‑5 years of experience in a customer support leadership role (Team Lead, Senior Agent, or equivalent).
• Proven track record of managing a team and delivering consistent KPI performance.
• Strong written English for coaching and modeling communication.
• Experience with high‑volume email support, preferably in e‑commerce or DTC.
• Comfortable working with data, reading reports, identifying trends, and acting on them.
• Ownership mindset and ability to give direct, non‑personal feedback.

Required skills

• Zendesk
• Freshdesk
• Gorgias