Customer Support Team Lead

2 weeks ago


india beBeeSupport Full time

About RTLS Alliance:We are seeking a Customer Support Team Lead to manage and scale our global member support function.You will be responsible for ensuring our diverse member base receives responsive, professional, and high-quality support as they engage with the organization.Manage day-to-day support operations: inquiry triage, onboarding, and platform troubleshootingLead and mentor support staff and freelancers as the team expandsMaintain support SLAs and quality standards across all member interactionsServe as point of escalation for complex or high-priority member issuesOwn and improve internal documentation, FAQs, and onboarding resourcesTrack and report KPIs (response time, resolution rate, satisfaction scores) to leadershipCoordinate closely with platform, directory, and community teams to ensure smooth user journeysThis role requires strong written and verbal communication skills with a clear and professional tone. Experience with tools like HubSpot Service, Intercom, Zendesk, or similar platforms is also required.



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