Client Support Team Lead [Tier 1 & 2] (C1-1125121)

Position Title: Client Support Team Lead [Tier 1 & 2]

Location: Islamabad

Job Timings: 6pm-3am PKT


About Cloudelligent

Cloudelligent is Cloud-native consultancy and AWS Advanced consulting partner! We specialize in providing bespoke cloud solutions to the SMB & enterprise segments as well as the public sector (Non-Profit Organizations). Being a next-gen cloud service provider, Cloudelligent helps small businesses & medium/large enterprises to break free from hardware, lifecycle and capital expenditures, allowing them to make the most out of their cloud investment. We have an international footprint with a diverse team of domain experts, and we are customer obsessed.

Job Objective:

The Tier 1 and Tier 2 Client Support Team Lead plays a key role in leading our support team in delivering exceptional service to our clients. You will oversee the day-to-day operations of both Tier 1 and Tier 2 support teams, ensuring efficient issue resolution, mentoring support representatives, and driving continuous improvement. In this role, you will focus on monitoring key performance indicators (KPIs), enhancing training programs, and fostering collaboration between Tier 1 and Tier 2 teams for seamless client support.
The ideal candidate will have strong leadership and team management skills, a deep commitment to customer service excellence, and the ability to thrive in a fast-paced, dynamic environment.

Responsibilities:

• Oversee, coach, and mentor Tier 1 and Tier 2 customer support representatives.
• Manage daily support operations, ensuring timely and effective resolution of customer inquiries and technical issues.
• Monitor and manage key performance indicators (KPIs), including ticket completion, response times, resolution rates, and customer satisfaction scores.
• Develop and deliver training programs for Tier 1 and Tier 2 support representatives, focusing on product knowledge, communication skills, troubleshooting, and problem-solving techniques.
• Oversee the seamless onboarding and training process for new team members across both tiers.
• Collaborate with the L3 Support Manager to streamline escalations between Tier 1 and Tier 2, ensuring efficient issue resolution.
• Take ownership of individual ticket queues, ensuring prompt resolution and high client satisfaction while managing your weekly ticket workload.
• Work cross-functionally with internal teams (engineering, product, customer success) to improve support processes and customer experience.

• Proven experience managing and leading customer support teams, including Tier 1 and Tier 2 support functions.
• A background in accounting or finance is not required but is a plus, as it can help accelerate your onboarding and understanding of client needs.
• Strong understanding of customer service best practices, troubleshooting methodologies, and technical issue resolution.
• Experience in establishing and monitoring support metrics and KPIs.
• Excellent written and verbal communication skills, with strong customer empathy.
• Ability to analyze complex issues, think critically, and drive solutions.
• Experience working with support tools such as Zendesk, Freshdesk, or other ticketing systems.
• Proficiency with Windows Operating Systems, Microsoft Office, billing/invoicing systems, or other financial applications.
• Strong interpersonal skills, with the ability to lead a team, foster collaboration, and maintain professionalism under pressure.
• Flexible schedule to accommodate escalations or urgent client needs outside regular business hours.
• Ability and motivation to quickly learn new technologies with minimal support and guidance.
• Comfortable working in a dynamic environment where processes are evolving, and creative problem-solving is required.