Executive Customer & Technical Support

Roles and responsibilities Recruit, manage, coach, and develop a team of support specialists; deliver consistent coaching and performance feedback, execute individual PIPs, and close performance gaps to build accountabilityOwn and improve team-level KPIs productivity, quality (IQS), CSAT, AHT, SLA/TAT, backlog, esclation rate, and attritionMonitor daily operations, assign priorities, manage workload and backlog; support capacity planning and scheduling, and trigger overtime decisions with 24 hours notice where possible to ensure timely case closureUse SQL to investigate complex cases validating records, transactions, payouts, and workflow status and guide the team on root-cause findings and accurate resolution notes in Zendesk or similar toolsOwn escalated, sensitive, or ambiguous cases as primary escalation point to the Client Operations Lead, ensuring each escalation carries clear context, data evidence, impact, and next stepsDrive governance through daily huddles, KPI reviews, performance trackers, quality checks, and action-item closure; ensure SOP adherence across the teamIdentify recurring defects, process gaps, escalation trends, and workflow inefficiencies; recommend SOP, macro, dashboard, or process improvements/automationsPartner with cross-functional teams operations, quality, training, product, and data to reduce escalations, resolve blockers, and improve contributor experienceMust Have5+ years in customer support, operations, or customer experience including team mentoring, or escalation ownership and 3+ years in people management, with a proven record of owning and improving team-level KPIsexperience with ticketing tool such as Zendesk/Freshdesk/Slack .