Team Lead – Customer Success Center Engineers

About the role

The Team Lead will oversee a group of Customer Success Center Engineers, ensuring high‑quality support for clients and maintaining service‑level targets. This position combines people management, process improvement, and direct customer interaction.

Key responsibilities

• Monitor call quality, provide coaching, and give performance feedback.
• Track attendance, assign work, and hold team members accountable.
• Manage the call queue to meet service‑level agreements.
• Implement process improvements and resolve escalations without further escalation.
• Participate in hiring, interviewing, training, and conducting client meetings and tours.
• Analyze Service Desk trends to identify improvement opportunities.
• Author and maintain operating policies, procedures, and documentation.
• Support 24/7 on‑call rotation and occasional travel as required.

Required profile

• 3‑5 years of experience in a Call Center or Service Desk environment.
• At least 2 years of experience managing people in a similar setting.
• Strong analytical, problem‑solving, and communication skills.
• Ability to work independently, manage multiple priorities, and drive change.

Required skills

What we offer

• Opportunity to lead a high‑performing technical support team.
• Exposure to AI‑powered technology solutions across multiple industries.
• Professional development and potential involvement in special projects.