Customer Support Team Lead

Key responsibilities

• Conduct regular 1:1 meetings with all agents, perform performance evaluations, and provide constructive coaching to improve overall service quality and efficiency.
• Manage the team’s daily workflow, workload, and work schedules to ensure maximum coverage and operational efficiency during peak hours.
• Act as an escalation point for complex and sensitive queries, ensuring their professional resolution in accordance with company standards.
• Monitor and analyze key performance indicators (KPIs) and implement measures to improve funnel efficiency and eliminate operational bottlenecks.
• Ensure the team consistently meets its same-day resolution commitment (SLA), maintaining high standards of responsiveness and clarity.
• Maintain and continuously update the team’s knowledge base to ensure agents provide accurate and proactive support.
• Plan and conduct regular Quality Assurance (QA) audits.
• Ensure the team strictly complies with all Bolt processes and applicable local legislation.
• Collaborate closely with partners to optimize processes and ensure agents provide effective support to partners, contributing to improved conversion performance.
• Prepare and conduct daily, weekly, and monthly performance reviews (WBR/MBR) for the client, providing clear visibility into operational performance, trends, risks, and improvement actions.
• Monitor and analyze daily AHT, reopened cases, backlog, and other operational KPIs at agent and team level, identifying performance deviations and initiating corrective actions where required.
• Closely monitor backlog levels and ensure timely escalation of any critical backlog or operational risks to management.
• Identify and escalate critical or urgent operational incidents to the relevant leadership in a timely manner, ensuring appropriate follow‑up and resolution.
• Prepare and submit weekly performance reports reflecting team performance indicators, including throughput, quality scores, conversion rates, AHT, reopened cases, backlog, and operational challenges.
• Identify systematic issues in processes and compliance risks, and provide structured recommendations to management for process and tool improvements.
• Ensure timely follow‑up on agreed action items and track the effectiveness of implemented improvement measures.
• Achieve the specific quality, productivity, and other performance targets established by management during the execution of assigned responsibilities.

Required profile

• Minimum 3 years of experience in Customer Support, including Team Lead or supervisory experience.
• Strong experience in team management and people leadership.
• Strong English, Russian, and Azerbaijani language skills, both written and verbal.
• Strong understanding of Customer Support operations, KPIs, SLAs, and performance management.
• Strong analytical and reporting skills, with the ability to interpret operational data and identify trends, risks, and improvement opportunities.
• Experience with performance monitoring, backlog management, root‑cause analysis, and operational reporting.