Own daily and weekly performance across support channels (email, chat, phone), including wait times, backlog, resolution quality, and customer sentiment
Actively manage capacity, volume, and priorities—anticipating issues before they show up in dashboards
Ensure customers receive clear, accurate, and empathetic support, even during high-volume or high-stress periods
Use data to identify and effectively communicate trends, risks, and opportunities—not just report on them
Lead, coach, and develop a team of Support Specialists with a strong focus on accountability, growth, and confidence
Set clear expectations and follow through—recognizing great work and addressing gaps early
Foster a culture of ownership, curiosity, and customer empathy
Partner closely with Support Operations, Enablement, and Knowledge teams to effectively adopt and improve AI-assisted support
Reinforce high-quality workflows that balance speed, accuracy, and customer experience
Help translate customer pain into actionable feedback—without noise or exaggeration
Communicate clearly and confidently with stakeholders at multiple levels

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