Job Description

Tekion is seeking a proactive Team Lead to manage and improve their Customer Support Operations. This role involves overseeing analysts, coordinating support programs like WFM and QA, and collaborating with cross-functional teams to enhance the customer experience and integrate AI-driven solutions.

Responsibilities

• Oversee and develop a team of Customer Support Operations Analysts
• Coordinate and monitor WFM, QA, SOP Documentation, Queue Management, and AI initiatives
• Act as a subject matter expert and escalation point
• Monitor key operational metrics and implement improvements
• Design, maintain, and improve SOPs
• Collaborate with cross-functional teams
• Ensure effective QA program execution
• Optimize resource allocation with workforce analysts
• Drive automation and AI adoption
• Support major incident response
• Deliver operational reporting
• Foster a collaborative team culture
• Support hiring and training

Requirements

• 3–5+ years of experience in customer support operations
• 1–2 years in a supervisory or lead capacity
• Strong analytical and problem-solving skills
• Proficiency with data reporting tools (Excel, SQL, Power BI/Tableau)
• Experience with support/ticketing systems, WFM, and QA tools
• Proven ability to mentor and motivate teams
• Excellent communication and collaboration skills
• Experience with operational documentation and SOPs

Benefits

• No benefits