L1 Support Team Leader
About this role
Job title: L1 Support Team Leader
About the Role
The Level 1 Support Team Lead is responsible for guiding, developing, and operationally managing a team of Level 1 Support Representatives. This role ensures high-quality customer support delivery, consistent achievement of SLAs, operational excellence, and alignment with the Support organization’s objectives. The Team Leader acts as a coach, mentor, and operational point of escalation while driving continuous improvement and maintaining alignment with Support organization goals.
Key Responsibilities
- Lead, coach, and mentor L1 Support Representatives; conduct regular 1:1s, provide feedback, and support performance development.
- Oversee daily operations, including workload distribution, coverage planning, and ticket queue health.
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