Free Resume Samples & Examples
SUPPORT TEAM LEAD
This Support Team Lead resume sample showcases skills in supervising customer support teams, improving processes, handling escalations, and driving team performance to enhance customer satisfaction.
YOUR NAME
Support Team Lead
Professional Summary
Write a concise summary (3-4 sentences) highlighting your years of experience in customer support and team leadership, key skills (e.g., team supervision, performance coaching, process improvement, escalation management, CRM/ticketing systems), and a significant achievement in improving team metrics (e.g., CSAT, FCR, response times) or customer satisfaction.
Work Experience
Customer Support Team Lead
Tech Solutions Pro
- Supervised and mentored a team of 12 customer support agents, overseeing daily operations, performance metrics, and quality assurance.
- Developed and delivered training programs for new hires and ongoing skill development for existing team members.
- Handled escalated customer complaints and complex technical issues, ensuring timely and satisfactory resolution.
- Analyzed support ticket data (Zendesk) to identify trends, implemented process improvements that reduced ticket volume by 10%, and contributed to product development by relaying customer feedback.
Senior Customer Support Representative
Innovate Software
- Provided Tier 2 technical support for SaaS products, consistently achieving high customer satisfaction ratings.
- Assisted in training and onboarding new customer support representatives.
- Developed troubleshooting guides and knowledge base articles for common issues.
- Recognized for consistently exceeding individual performance targets for ticket resolution and CSAT.
Education
Bachelor of Arts in Communications or Business
Texas State University
Skills
Team Leadership & Supervision, Performance Coaching & Mentoring, Customer Service Management, Escalation Handling & Conflict Resolution, Process Improvement & Optimization, CRM & Ticketing Systems (e.g., Zendesk, Salesforce Service Cloud, JIRA), Knowledge Base Development, Quality Assurance & Monitoring, Data Analysis & Reporting (Support Metrics), Communication & Interpersonal Skills
References available upon request.
Highlight your leadership and coaching abilities.
Quantify your impact on team performance (CSAT, FCR, AHT, employee retention).
List proficiency in specific support software and CRM platforms.
Emphasize your problem-solving and process improvement skills.
Your Support Team Lead cover letter should showcase your leadership style, your commitment to customer satisfaction, and your ability to motivate and develop a support team. Provide specific examples of how you've improved team performance or resolved challenging customer situations.
Be prepared for questions about your leadership experience, how you handle underperforming team members, your approach to coaching and training, how you manage escalations, and your strategies for improving support KPIs. Scenario-based questions about team management and customer service are common.