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AMCS Group Logo AMCS Group · Service Client

Customer Support Team Lead

Ireland, Limerick · Offre publiée 03 janvier 2026

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Description du poste

The technical customer support team lead is responsible for leading a team of customer support technicians to provide high-quality technical assistance to customers. This position requires a blend of technical expertise, leadership skills, and excellent customer service abilities to ensure prompt and effective resolution of customer issues while maintaining team productivity and morale.

Responsabilités

  • Lead, motivate, and coach a team of frontline technical support agents to achieve individual and team performance goals
  • Monitor daily operations to ensure compliance with service level agreements (SLAs) and quality standards
  • Regularly organize team meetings, performance reviews, and provide constructive feedback to team members
  • Facilitate training and development programs to strengthen team members' technical and relational skills
  • Assist in recruiting and integrating new team members
  • Serve as the first point of escalation for complex technical issues that frontline agents cannot resolve
  • Provide hands-on support and troubleshooting assistance to customers and team members
  • Maintain an in-depth knowledge of the company's products, services, and technologies to effectively guide the support team
  • Collaborate with product development, engineering, and other departments to convey customer feedback and improve product quality
  • Track and report key performance indicators, including ticket resolution time, customer satisfaction scores, and team productivity
  • Implement process improvements to optimize workflows, improve efficiency, and enhance the customer experience
  • Ensure proper documentation of support cases, technical solutions, and internal knowledge bases
  • Manage schedules and ensure adequate team coverage during peak and off-peak hours if applicable
  • Act as an intermediary between the customer support team and other internal departments
  • Communicate effectively with customers and stakeholders to provide updates, manage expectations, and resolve conflicts
  • Foster a positive and collaborative team environment that encourages open communication and knowledge sharing

Exigences

  • Senior experience
  • English language proficiency
  • Strong troubleshooting and problem-solving skills
  • Proficiency in customer support software, ticketing systems
  • Familiarity with CRM tools, knowledge management systems, and remote support tools
  • Excellent leadership and team management skills
  • Strong communication skills, both verbal and written
  • Ability to manage high-pressure situations with professionalism
  • Customer-centric mindset with a focus on delivering excellent service
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