Introducing one-link screening. Try it free

springhire
Get started free

Support Team Lead Job Description

A Support Team Lead is a frontline people manager who runs a team of support agents day to day, keeping response quality high while coaching agents and protecting service-level targets.

Use the templateAll job descriptions
  • Ready to post

The template

Support Team Lead job description

Ready to post as it is, or edit it to match your team. Copy it or download it from the top of the page.

About the role

We need a Support Team Lead to guide a team of support agents through busy queues without letting quality slip. You will coach on tricky tickets, own the daily rota and escalations, and keep an eye on the metrics that tell you whether customers are being helped well. If you like being close to the work, unblocking your team, and turning a chaotic inbox into a calm, well-run operation, this role is for you.

Key responsibilities

  • Lead and coach a team of frontline support agents
  • Own queue health, escalations, and service-level targets
  • Improve support quality through reviews and feedback

Day-to-day responsibilities

  • Manage daily staffing, shift coverage, and queue prioritization across channels
  • Coach agents through complex tickets and handle escalations that need a decision
  • Run regular one-on-ones, quality reviews, and performance feedback with each agent
  • Track team metrics such as first-response time, resolution time, and CSAT
  • Maintain and improve macros, canned replies, and knowledge base articles
  • Onboard and train new agents on tools, tone, and product knowledge
  • Spot recurring issues and raise them to product or engineering with clear detail
  • Monitor real-time volume and adjust priorities during spikes or outages
  • Enforce support policies fairly while flagging when a policy needs updating
  • Report weekly on team performance, trends, and staffing needs to management

Requirements

  • 3 or more years in a customer support role, with at least 1 year leading or mentoring others
  • High school diploma required; a bachelor's degree is a plus
  • Hands-on experience with a helpdesk platform such as Zendesk, Freshdesk, or Intercom
  • Proven ability to hit service-level targets in a high-volume environment
  • Strong written communication and a calm, steady approach under pressure

Skills

Must have

Team coachingTicket triageHelpdesk platformsSLA managementConflict resolutionQuality assuranceWritten communication

Nice to have

Workforce schedulingKnowledge base writingReporting dashboardsMulti-channel support

Make this JD your own

Generate a tailored Support Team Lead description with your company details, tone and must-have skills in seconds.

Generate with AI

Keep going

Skills tests for Support Team Lead

Customer service

Customer Experience Test

10 min20 questionsIntermediateView test

Personality & behavior

Leadership & People Management Test

12 min24 questionsIntermediateView test

Customer service

Customer Support Situational Judgment Test

15 min20 questionsEntry levelView test
Send these tests freeBrowse all 266 tests

Resume scoring

Rank every resume against the job

Qualifying questions

Knock out the wrong fits first

Hiring soon?

Screen every applicant from one link

One-way video interview

Hear every applicant before the first call

Skills tests

Test the skills before the interview

Get started freeFree plan, no card needed

Next

Keep your hiring moving

  1. 1JD GeneratorNothing fits? Generate a custom JD from scratch.
  2. 2Role Question BanksGet the matching interview questions for this role.
  3. 3Skills Tests200+ ready-made tests for this role and hundreds more.

FAQ

Questions about the Support Team Lead job description

A Support Team Lead runs a team of support agents day to day, balancing queue coverage, escalations, and coaching. They keep response and resolution times on target while helping agents handle difficult tickets. The role sits between frontline agents and support management.

The main duties are managing staffing and queues, coaching agents, and owning service-level targets like first-response and resolution time. They also run quality reviews, onboard new agents, and escalate recurring product issues. A lot of the job is unblocking the team in real time.

They need strong coaching and people skills to develop agents, plus the operational sense to keep queues healthy under pressure. Comfort with helpdesk tools and metrics is essential, as is excellent written communication. Staying calm during volume spikes and outages is what sets a good lead apart.

A clear job description covers the definition, a short brief, key responsibilities, and the full list of duties, followed by required experience and skills. Naming your helpdesk platform, support channels, and the metrics you hold leads to helps candidates gauge fit. Stating team size gives useful context on scope.

They work most closely with their team of support agents and report to a support or customer experience manager. They also coordinate with product and engineering on bugs and with other team leads on scheduling. During incidents they often partner with operations.

Ready to get started?

Create an account and send your first screening link today. The free plan gives you 10 credits a month, with no card needed.

Get started free

See what you'll pay

Credits are charged only when a candidate completes. Plans from $0.

Pricing details

See the report

A real candidate report: scores, answers and the evidence behind each one.

Sample report