Customer Support

• Serve as the day-to-day manager for Support Specialists, providing mentorship, coaching, and developmental feedback.
• Conduct regular 1:1s, performance reviews, and ongoing skills development.
• Foster a positive, high-performance culture rooted in accountability, continuous improvement, and customer obsession.
• Identify training needs and partner with CX leadership to build and deliver enablement resources.
• Champion team well-being while maintaining a high bar for performance and operational excellence.
• Maintain a partial support queue load to stay close to Heroes, workflows, and product developments.
• Provide hands-on assistance with complex tickets, escalations, and high-impact customer issues.
• Model best-in-class support behaviors, communication standards, and technical troubleshooting skills.
• Serve as the escalation point for sensitive or challenging customer situations, ensuring resolution and customer satisfaction.
• Monitor daily team operations, ensuring appropriate coverage, workload balancing, and adherence to SLAs.
• Analyze individual and team performance data; identify trends, risks, and opportunities for improvement.
• Lead the team in meeting or exceeding KPIs related to response time, resolution time, CSAT, productivity, and quality.
• Partner with CX leadership and QA to improve processes, optimize workflows, and raise team quality standards.
• Work closely with Product, Engineering, QA, and other CX teams to communicate trends, escalate issues, and advocate for the Hero.
• Contribute to product feedback loops by identifying recurring issues, friction points, and opportunities for enhancement.
• Support rollout of new product features, internal tools, and process changes - including training and change management for your team.

Team Lead, Customer Support

Customer Support Representative

Legal Support Specialist

Live Chat Support Agent

Customer Experience Manager – Business Banking

Digital Strategy Lead – Customer Experience, Digital & Media Strategy