Customer Support- Team Lead at Global Surgical Corporation

Chamblee, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

22 Apr, 26

Salary

0.0

Posted On

22 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Team Leadership, Coaching, Process Execution, KPI Tracking, Conflict Resolution, Technical Documentation, Training Development, Communication, Problem Solving, Decision Making, Performance Management, Technical Support, Vendor Management, Continuous Improvement, AI Implementation

Industry

Medical Equipment Manufacturing

Description

Description Position Summary As Team Lead, Customer Support, you are to ensure customer satisfaction, lead a high-performing support team, and collaborate across departments to deliver exceptional service. This role serves as the operational right hand to the Director, converting strategic priorities into daily execution. In this role you are the first line of leadership for the team, acting as the execution partner to the Director, translating processes into daily operational success. You will serve as the people-facing leader for the Customer Support team, ensuring team clarity, consistency, and accountability in alignment with established processes. Responsibilities: Lead, coach, and develop frontline team members to ensure adoption of process, adherence to high-quality service delivery standards, and consistent performance Provide clear communication, motivation, and support to staff while maintaining a structured and predictable operating environment Translate high level process and system changes into clear, practical steps for the team Serve as the primary communication bridge, ensuring team understanding and preventing misalignment Own process execution, KPI tracking, and continuous improvement within the team Ensure clarity, consistency, and accountability across day to day workflows Comfortable making decisions independently and recommending solutions, not just identifying problems Drive accountability and follow through to resolve support cases, prioritize escalations, ensuring tasks stay with the team and provide solid customer outcomes with high satisfaction Monitor team workload, identify gaps, and ensure issues are resolved at the supervisor level before escalation Coach and develop team members, reinforcing expectations while maintaining a supportive culture Manage are resolve conflict, deliver feedback, and hold individuals to performance standards Share updates on products, procedures, and industry trends Drive and contribute to development of training and development initiatives thru creation of and tracking of learning and development plans for the team Participate and drive actionable outcomes through a formal RCA initiative Enhance and maintain the knowledge system for usability and content Act as an admin for team systems such as Ring Central, Team Viewer and Shelf Knowledge Explore and implement new technologies, including AI, to improve service Approve replacement parts and onsite service for equipment repair Partner with vendors, technicians, and third parties to resolve complex technical issues Create and maintain technical documentation; analyze support data and processes Participate in interviewing, onboarding and retention of top talent Assume additional responsibilities as assigned Requirements Qualifications Degree in Information Systems, Computer Systems, or related field Technical background and negotiation skills Experience in a client-facing support role A+ Certification and remote desktop support experience preferred Knowledge of medical device industry, dental x-rays, and related software preferred Familiarity with Ring Central, Shelf Knowledge System, NetSuite is a plus Ability to translate high-level direction into actionable tasks with clear expectations and timelines Ability to provide concise, structured updates to leadership and maintains strong cross-department communication Proven skills in motivation, coaching and delivering feedback Working Style Calm, steady, and clear communicator who brings stability in a fast-moving environment Strong people leadership skills — empathetic, supportive, and able to motivate diverse personality types Comfortable enforcing standards while maintaining an encouraging and approachable leadership style Preferred Behavioral Traits High social ability and team engagement mindset Process-oriented but people-first in approach Strong follow-through and accountability management Effective delegator and teacher; committed to developing others rather than doing the work themselves

Responsibilities

The Team Lead will ensure customer satisfaction by leading and developing a high-performing support team while translating strategic priorities into daily operations. Responsibilities include coaching team members, managing workflows, and driving accountability for customer support cases.