Customer Support Team Lead & Process Optimizer

7Seventy; Kentucky; Hybrid; USD 85,000 - 120,000; Full time

Job summary

7Seventy in the United States (Northern Kentucky) is seeking a customer support leader to guide a team of solutions analysts, coach performance, and drive consistent service quality.

You will own escalation handling, work cross-functionally with product and SaaS operations, implement best practices, and develop staff through mentoring and reviews. A post-secondary degree and 3+ years of leadership experience are expected.

Qualifications

• 4+ years of business experience in a customer support environment.
• 3+ years of demonstrated management or leadership experience.
• Post-secondary degree or diploma.
• Clear verbal and written communication skills.
• Ability to drive team results through coaching, development, and mentoring.
• Experience developing, coaching, reinforcing, and managing operational standards, policies, and procedures.
• Exposure to AI tools and interest in using them to improve work content and user experience.
• Strong team-player mindset, attitude, and work ethic.

Responsibilities

• Lead and inspire a team of customer-focused solutions analysts.
• Provide timely feedback based on customer support performance, call audits, and case audits.
• Apply performance management standards and processes.
• Coach, mentor, motivate, and develop team members.
• Hire, train, and deliver performance reviews.
• Foster a positive work environment and support continuous learning.
• Monitor and improve team performance.
• Serve as a point of escalation for high-impact customer issues.
• Collaborate with peer customer support managers.
• Work cross-functionally to address customer concerns.
• Act as a liaison to product, SaaS operations, and other internal teams when needed.
• Communicate changes in operating procedures and processes.
• Establish best practices and maintain quality control.
• Support special projects such as knowledge base and integration initiatives.
• Help improve processes, tools, and systems within the support department.

Skills

Leadership

Coaching

Team management

Communication

Education

Post-secondary degree or diploma

Job description

You’ll lead a customer support team, coach and mentor solutions analysts, manage support performance, handle escalations, improve processes, and help deliver consistent service quality for customers.

Leadership responsibilities

• Lead and inspire a team of customer-focused solutions analysts.
• Provide timely feedback based on customer support performance, call audits, and case audits.
• Apply performance management standards and processes.
• Coach, mentor, motivate, and develop team members.
• Hire, train, and deliver performance reviews.
• Foster a positive work environment and support continuous learning.
• Monitor and improve team performance.

Operations and escalation work

• Serve as a point of escalation for high-impact customer issues.
• Collaborate with peer customer support managers.
• Work cross-functionally to address customer concerns.
• Act as a liaison to product, SaaS operations, and other internal teams when needed.
• Communicate changes in operating procedures and processes.
• Establish best practices and maintain quality control.
• Support special projects such as knowledge base and integration initiatives.
• Help improve processes, tools, and systems within the support department.

What you’ll need

• 4+ years of business experience in a customer support environment.
• 3+ years of demonstrated management or leadership experience.
• Post-secondary degree or diploma.
• Ability to manage in a fast-paced environment.
• Clear verbal and written communication skills.
• Ability to drive team results through coaching, development, and mentoring.
• Ability to identify and communicate risks to success.
• Experience developing, coaching, reinforcing, and managing operational standards, policies, and procedures.
• Exposure to AI tools and interest in using them to improve work content and user experience.
• Strong team-player mindset, attitude, and work ethic.

Preferred experience

• Experience with M365 Copilot.
• Experience with Knowledge-Centered Support.
• Experience with workforce management applications.

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