Customer Support Team Lead

Built for senior support reps and team leads stepping into people management, this course teaches you to run a support team as an operating system: staffing to a coverage model, defending SLAs without burning out agents, coaching to CSAT and quality scorecards, and turning ticket data into product and process change. You finish able to defend the metrics a Director of Support actually reviews — CSAT, first response time, time to resolution, reopen rate, and ticket deflection — and to interview for a lead role with real scenarios, not platitudes.