Job Description
Requirements
- Proven experience leading and developing customer support teams of 8+ across multiple channels (chat, email, phone)
,- Track record of coaching ICs through effective growth conversations, clear expectation-setting, and consistent performance management
,- Sound judgment and decision-making in high-stakes, real-time customer situations
,- Ability to influence across teams without positional authority
,- Resilience under pressure and comfort operating as the most senior leader available during your shift
,- Strong interpersonal skills — especially reading intent and navigating tension
,- (Desirable) Experience working in an environment where AI handles a meaningful share of support volume
,- (Desirable) Familiarity with capacity planning, scheduling, and intraday adherence in a multi-channel contact center
,- (Desirable) Track record of developing ICs who moved into roles outside of CX/support
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