Customer Support Lead

About Us

Sage Grey Technologies is a technology provider creating impact by developing and deploying practical and sustainable solutions across various sectors.

Job Description

• The Customer Support Lead will oversee the daily operations of the customer support team, ensuring prompt and effective resolution of customer inquiries.
• This role will be responsible for managing support processes, monitoring key performance indicators (KPIs) and guiding team members through training, coaching and mentoring.
• Additionally, the Customer Support Lead will collaborate with cross-functional departments to enhance customer satisfaction and play a pivotal role in driving continuous improvement initiatives, ensuring that support operations are fully aligned with the company’s strategic objectives.

Requirements

• Proven experience in a customer support leadership role.
• Strong understanding of customer service principles, metrics and best practices.
• Excellent leadership, coaching and team-building skills.
• Ability to manage high-pressure situations and resolve escalated issues effectively.
• Proficiency in customer support tools (e.g., Zendesk, Salesforce Service Cloud) and ticketing systems.
• Effective communication, problem-solving and organizational skills.
• Ability to work cross-functionally and collaborate with different departments.
• Data-driven approach with the ability to analyze and interpret performance metrics.

Qualifications

• 3-4 years of experience in customer service roles within e-commerce, logistics, fintech, or supply chain sectors.
• At least 2 years of demonstrated experience in team management.
• Proficiency with e-commerce management tools, customer service software and best practices.
• Strong understanding of end-to-end e-commerce processes, from conversion through fulfillment to customer service.
• Exceptional interpersonal, written and verbal communication skills, with an ability to engage at all levels of the organization.
• Ability to thrive in a dynamic, fast-paced environment and meet tight deadlines.
• Strategic thinker with strong problem-solving, negotiation and conflict-resolution skills.