Interiors International

Customer Support Team Lead

Interiors International

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • United States

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Job Level

Senior

About the role

  • Oversee daily operations of the Customer Support Team, managing a group of 6–8 direct reports across Tier 1, Tier 2, and Tier 3 agents.
  • Mentor, coach, and provide training to team members, including performance reviews and professional development plans.
  • Serve as the primary contact for customer escalations, particularly software-related issues, and coordinate with Product and Development teams to address defects and deliver solutions.
  • Manage incoming support inquiries, ensuring performance metrics such as ticket closure rates and CSAT scores are met.
  • Collaborate with the Customer Support Manager and other Team Leads in weekly meetings to discuss open projects and operational goals.
  • Work closely with the Learning & Knowledge Specialist to develop and update training materials for onboarding new team members and upskilling existing staff.
  • Contribute to the hiring, onboarding, and offboarding processes for team members, ensuring smooth transitions and alignment with team needs.
  • Continually assess and improve support processes and workflows to accommodate team growth and enhance scalability.
  • Assist in creating and maintaining customer self-service resources, identifying gaps, and enhancing content.

Requirements

  • 3–5 years of customer-facing experience, with a focus on customer support.
  • At least 2 years of leadership experience managing people across multiple support tiers.
  • Strong leadership abilities with the capacity to manage teams with varying experience levels.
  • Excellent communication skills, both verbal and written, for internal collaboration and external customer interaction.
  • Strong problem-solving skills and an analytical mindset to drive process improvements and address complex customer issues.
  • Proficient in multitasking and maintaining efficiency in a fast-paced environment.
  • Results-oriented with a proactive, detail-oriented, and adaptable approach.
  • A team player with patience and a positive attitude, capable of motivating and inspiring team members.
  • Technical Proficiency with software applications
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportperformance metricsticket closure ratesCSAT scoresprocess improvementsanalytical mindsetmultitaskingtechnical proficiency
Soft skills
leadershipcommunicationproblem-solvingresults-orienteddetail-orientedadaptabilityteam playerpatiencepositive attitudemotivation