The Lead, Voice Support Specialist will oversee a team of support specialists to ensure SLA compliance, quality standards, and exceptional customer experiences. They are responsible for managing daily queues, coaching team members, and handling complex technical escalations.
The specialist will provide high-quality voice, email, and chat support to global customers while troubleshooting technical issues and guiding users through product workflows. They are also responsible for documenting product feedback, managing escalated cases, and maintaining accurate internal records.
