Professional Resume Template for
Customer Support Team Lead
Eleanor J. Mercer
Atlanta, GA
(404) 555-0143
eleanor.mercer@email.com
linkedin.com/in/eleanor-mercer | github.com/eleanormercer
Professional Summary
Customer-obsessed Customer Support Team Lead with 10 years of experience managing high-performing support teams in software and service-oriented sectors. Proven track record of supervising up to 15 support specialists, optimizing CRM ticket workflows, and maintaining a CSAT score above 94%. Expertise includes escalations handling, SLA monitoring, and quality assurance coaching to reduce resolution times. Successfully decreased average ticket handle time by 24% and improved first-contact resolution by 18% through staff training and structured troubleshooting processes. Proficient in Zendesk, Salesforce Service Cloud, Intercom, JIRA, and SQL.
Work Experience
Customer Support Team Lead — Aether Global Solutions
Atlanta, GA | January 2021 – Present
- Led a team of 15 customer support specialists, conducting bi-weekly performance reviews and QA coaching sessions that increased overall team CSAT from 88% to 96%.
- Reconfigured Zendesk ticket routing rules and triggers, reducing average customer wait times by 32% and decreasing ticket backlog by 40% over a 6-month period.
- Managed high-priority customer escalations, collaborating with product and engineering teams to resolve billing and technical issues within SLA commitments.
- Designed and implemented a customer support onboarding playbook, cutting agent time-to-productivity from 24 days to 14 days and reducing early-stage errors.
Senior Customer Support Specialist — Optima Tech Services
Atlanta, GA | August 2016 – December 2020
- Resolved an average of 65 high-complexity technical tickets daily via chat and email, consistently exceeding individual SLA resolution targets by 14%.
- Authored 125 internal knowledge base articles, which reduced customer inbound ticket volume by 18% and improved customer self-service resolution scores by 22%.
- Mentored 5 junior support representatives on product knowledge and communication techniques, raising their individual performance scores by an average of 18%.
- Partnered with QA leads to perform weekly audit reviews on support chats, identifying communication gaps and reducing customer repeat-contact rates by 22%.
Education
Bachelor of Arts in Professional Communication
Oakridge University · Atlanta, GA · 2016
Skills
Team leadership, CSAT optimization, Net Promoter Score (NPS), Quality assurance coaching, Escalation resolution, Ticket routing configuration, SLA compliance, Customer onboarding, Zendesk Support, Salesforce Service Cloud, Intercom, JIRA Service Management, Confluence, Microsoft Excel, SQL
Projects
AI Chatbot Integration Initiative
Role: Lead Support Operations Coordinator
Tools: Zendesk, Ada chatbot, Slack, JIRA
Led the implementation of conversational AI, reducing customer chat wait times by 40% and achieving a 28% self-service deflection rate in 90 days.
Global Knowledge Base Overhaul
Role: Content Coordinator & Lead Editor
Tools: Confluence, Zendesk Guide, Google Analytics
Overhauled external support documentation, decreasing repeat support tickets by 32% and increasing self-service customer satisfaction to 91%.
Certifications
- Certified Customer Experience Professional (CCXP) (2023)
- Certified Customer Service Manager (CCSM) (2021)
Additional information
- Languages: English (Native), Spanish (Conversational)
- Volunteer Work: Mentorship lead for local youth community center (2022–Present)
- Availability: 2 weeks notice
Job Market Insights
Market data and opportunities for
Customer Support Team Lead
Job Market Insights
$62,000
-
$94,000
Avg:
$78,000
Growth Outlook:
The demand for Customer Support Team Leads in the United States continues to evolve alongside digital transformation. While AI automation handles high volumes of basic inquiries, human support teams are increasingly focused on resolving complex, high-value escalations. Consequently, team leads with analytical skills who can optimize workflows, coach agents, and leverage CRM data are highly sought after. Employment of customer service managers and leads is projected to grow by 5% over the next decade, with tech-enabled sectors leading this demand.
5% growth over 10 years
Key Skills Required
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