Senior Customer Support Team lead

📋 Description

• • As a Senior Customer Support Team Lead at Workwize, you will play a pivotal role in shaping and scaling our EU-based Customer Operations team, contributing significantly to a global support framework that operates seamlessly across EU and US time zones.
• • Your primary responsibility will be to ensure the EU team consistently meets and exceeds Service Level Agreements (SLAs), maintains the highest standards of ticket quality, and actively drives continuous improvement in workflows and processes. This role is crucial for maintaining our commitment to providing round-the-clock support to our growing international clientele.
• • You will take direct ownership of agent performance management, meticulously analyzing ticket data to identify trends, root causes of issues, and areas for individual and team development. This includes overseeing day-to-day operations, implementing structured training programs, and conducting rigorous quality assurance to uphold our service excellence.
• • Your overarching goal is to cultivate a high-performing, motivated, and engaged team that is aligned with Workwize's broader company objectives and support vision. You will be instrumental in fostering a positive and productive team environment where agents feel empowered and supported.
• • **Day-to-Day Actions & Monitoring:**
• • Oversee all EU communication channels within Zendesk, diligently monitoring performance to ensure strict adherence to SLA targets and customer satisfaction.
• • Take full ownership of the maintenance and accuracy of Zendesk reporting dashboards for the EU region. This involves ensuring the consistent and correct application of fields, tags, and workflows to provide reliable data for analysis.
• • Conduct in-depth analysis of EU ticket data to identify critical volume trends, pinpoint recurring customer issues, understand root causes, and recognize patterns in agent performance.
• • Regularly share actionable insights derived from data analysis with the Customer Success Manager and relevant cross-functional stakeholders. Your findings will directly influence improvements in Operations, Product development, and overall process efficiency.
• • Collaborate closely with the US Team Lead to ensure a smooth, integrated global support operation, facilitating effective handovers between different time zones and maintaining a consistent customer experience.
• • Proactively identify and report bugs or system issues via Slack, providing clear steps to reproduce, necessary context, and detailing the customer impact to facilitate rapid resolution.
• • Monitor the usage of squad tools by EU agents, ensuring the achievement of end-of-day zero-action goals and efficient ticket management.
• • Conduct daily reviews of open tickets, ensuring timely resolution, proper adherence to established workflows, and proactive escalation when necessary.
• • **Team Management (EU Region):**
• • Lead daily EU team stand-up meetings, ensuring clear alignment on priorities, SLA status, and any identified blockers.
• • Manage all aspects of EU team scheduling, capacity planning, holiday tracking, and ensuring adequate coverage during public holidays.
• • Distribute workload equitably across the EU team, dynamically adjusting assignments based on agent availability, skill sets, and real-time ticket volumes.
• • Conduct regular 1:1 meetings (weekly or bi-weekly) with EU agents using 15Five, providing consistent praise, targeted coaching, and constructive feedback for professional development.
• • Continuously monitor EU KPIs and SLA performance, providing regular updates and performance reports to the Customer Operations Manager.
• • Facilitate a seamless daily handover process between the EU and US support teams, guaranteeing uninterrupted service and a consistent customer experience across all hours.
• • Actively support agent growth and skill development, fostering their career progression within Workwize.
• • **Team Quality, Insights & Improvements:**
• • Ensure agents correctly utilize escalation pathways and personally handle or collaborate on resolving complex escalated EU tickets with relevant stakeholders.
• • Identify specific agent training needs by analyzing Quality Assurance (QA) results, conducting ticket audits, and reviewing trend analysis.
• • Partner with the Knowledge Management team to develop and update internal Knowledge Base (KB) articles and Zendesk AI intents, enhancing self-service capabilities and agent efficiency.
• • Propose and advocate for operational improvements, workflow enhancements, or system changes based on data-driven insights from Zendesk analytics.
• • Provide structured, constructive feedback to the Operations and Product teams regarding recurring support issues, emerging themes, and identified gaps in the product or service.
• • **Who You Are:**
• • An empathetic and inspiring leader with a genuine passion for coaching, developing talent, and fostering an inclusive and collaborative team environment.
• • Possess the confidence to interpret support data, identify meaningful patterns, and translate these into actionable improvement strategies.
• • Highly skilled in managing ticket operations, implementing structured QA processes, and proficient in managing support tooling.
• • Exceptionally organized, proactive, and comfortable taking ownership of complex workflows and driving them to successful completion.
• • A strong, structured, and concise communicator, both verbally and in writing, capable of conveying information clearly and effectively.
• • Naturally curious and eager to leverage AI and automation tools to enhance team performance and optimize support operations.
• • **What You Bring:**
• • A minimum of 5 years of experience in customer support or service operations.
• • At least 3 years of experience in a leadership capacity, such as a manager, team lead, senior agent, or mentor.
• • Hands-on, practical experience with Zendesk or a comparable support platform, including proficiency in reporting, dashboard creation, and workflow configuration.
• • Demonstrated ability to structure, analyze, and interpret support data to effectively influence team performance and operational improvements.
• • Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple responsibilities effectively.
• • Proven experience working within fast-paced, remote-first environments.
• • Advanced proficiency in English, both written and spoken.
• • Comfort and familiarity with utilizing AI tools (e.g., Zendesk AI, macros, Co-Pilot) for workflow automation and optimization.
• • **Bonus Skills:**
• • Zendesk administrator experience.
• • A solid understanding of IT lifecycle management, logistics flows, or hardware asset management.
• • Experience with tools such as Airtable, Retool, HiBob, or 15Five.
• • Prior experience in a scaling start-up or SaaS environment.
• • Exposure to analytics tools like Looker, Power BI, or Mode.
• • Experience in designing AI prompts, automations, or complex workflows.