Customer Support Team Leader

Customer Support Team Leader Job Description Template

Our company is looking for a Customer Support Team Leader to join our team.


  • conduct warranty investigations and efficiently advise in accordance to the company’s warranty and customer service terms;
  • support heads of departments with customer requirements;
  • assist the customer support supervisor with work-flow and resource planning;
  • provide a key escalation point for customers;
  • Effectively and promptly managing your team’s performance, both as a team and individually;
  • Being a role model for the company’s values, behaviours and ways of working;
  • Motivating and inspiring your team to deliver exceptional customer service;
  • Maintain monitoring information to facilitate efficient case handling, detailed reporting and forecasting of workloads;
  • Provide expert support to other business areas, including review of processes and resolution of complex complaints;
  • Bringing the team together so you get the best out of them as a group – using all of their skills;
  • Using management information and performance data to improve your team’s performance and results;
  • Creating an environment where your team are empowered to put the customer first and propose practical solutions;
  • Create accountability for the team in order to achieve customer service standards;
  • Lead a team through a change process in order to meet strategic objectives;
  • Play an active role in shaping the operations contact and service strategy.


  • Able to work under pressure;
  • Good writing skills;
  • Excellent communication and listening skills;
  • Team Player;
  • Previous team leader/supervisory skills;
  • Able to successfully coach and develop your team;
  • Good problem solving skills;
  • An understanding of property maintenance would be an advantage;
  • Excellent customer service skills;
  • Ensuring targets are delivered;
  • Able to build strong relationships with other departments and customers.