Associate Team Lead – Customer Support

• Lead team meetings and monitor the daily workload.
• Support 6 to 12 agents with their tickets, priorities, and complex situations.
• Conduct conversation reviews and analyses, then provide constructive feedback.
• Monitor performance and quality metrics, including first response time, resolution time, customer satisfaction, and ticket volume.
• Participate in operational management, request prioritization, issue identification, and coordination with Support teams.
• Escalate user pain points to the Product, Tech, and Operations teams.
• Improve Support processes, documentation, tools, and ways of working.
• Monitor individual performance reviews and support plans, provide coaching, and identify training needs.
• Collaborate with N1 Support, Technical, Operations, Product, and Tech teams on cross-functional projects.
• Occasionally handle urgent internal requests or complex Level 2 situations, and redirect or escalate them when necessary.
• Share best practices with other Associate Team Leads.
• Report to the N2 Support Team Lead.

• Minimum two- or three-year post-secondary degree in accounting, management, or an equivalent field.
• At least 1 year of experience in management or team coaching, ideally in a support environment.
• Strong ability to analyze situations, make sound decisions, and propose practical solutions.
• Excellent communication and collaboration skills, with assertiveness and diplomacy.
• A strong interest in feedback, teaching, and individual coaching.
• Comfortable using IT tools, particularly ticketing and documentation tools such as Intercom, Zendesk, or Notion.
• Ability to adapt to a rapidly changing environment.
• Strong service orientation and focus on the user experience.
• Knowledge of accounting, prior support experience, SaaS or startup experience, remote team management, collaboration with Product/Tech/Operations teams, and experience using AI are valuable but not required.
• English proficiency at a minimum B1 level is a plus but not required.