Customer Support Team Lead

About the role

Nysonian is seeking a Customer Support Team Lead to oversee a small team of email support agents. The role is responsible for day‑to‑day floor operations, ensuring high‑quality ticket resolution and meeting key performance indicators.

Key responsibilities

• Manage daily floor operations for 8‑10 email support agents during the shift.
• Monitor agent availability, performance and ticket queues in real time using Nysonik.
• Conduct daily check‑ins and weekly coaching sessions, and spot‑check 3‑5 tickets per agent per shift for quality.
• Own team KPIs such as ticket volume, CSAT, retention, QA score and ticket reopen rate.
• Enforce SOP compliance and ensure tickets are closed only after full resolution.
• Escalate high‑risk cases, chargeback signals and unresolved issues to the CS Manager.
• Prepare 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 throughout the shift.

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 communication skills.
• Experience with high‑volume email support, preferably in e‑commerce or direct‑to‑consumer brands.
• Comfortable working with data, reading reports, identifying trends and acting on them.
• Ownership mindset – taking responsibility for issues that arise during the shift.
• Ability to give direct, constructive feedback.

Required skills

• Familiarity with ticketing or CRM tools such as Zendesk, Freshdesk or Gorgias.