Requirements

• Proven experience leading and developing customer support teams of 8+ across multiple channels (chat, email, phone)
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• Track record of coaching ICs through effective growth conversations, clear expectation-setting, and consistent performance management
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• Sound judgment and decision-making in high-stakes, real-time customer situations
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• Ability to influence across teams without positional authority
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• Resilience under pressure and comfort operating as the most senior leader available during your shift
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• Strong interpersonal skills — especially reading intent and navigating tension
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• (Desirable) Experience working in an environment where AI handles a meaningful share of support volume
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• (Desirable) Familiarity with capacity planning, scheduling, and intraday adherence in a multi-channel contact center
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• (Desirable) Track record of developing ICs who moved into roles outside of CX/support
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