Team Leadership: Building & Leading Remote Technical Support Teams
Support operations · Team leadership · Workflow optimization · SLAs · KPIs · CSAT · FCR
The Issue
The support operation needed to scale as the customer base grew, while maintaining fast response times, consistent service quality, and strong customer satisfaction.
The team also needed a more structured support workflow across multiple communication channels as customer demand increased.
Leadership & Operations
I helped build and lead the remote support operation as the customer base grew from 250+ to 400+ customer accounts.
I helped expand the support workflow from an initial phone-based operation into phone, chat, and WhatsApp support, giving customers multiple ways to reach the team.
My responsibilities included:
- Training and coaching support agents
- Handling complex and escalated customer issues
- Monitoring support queues and response times
- Managing performance against SLAs and KPIs
- Tracking CSAT and First Call Resolution (FCR)
- Improving day-to-day support workflows
- Creating and improving support processes
- Training 100+ merchants and employees on POS systems and workflows
I also worked directly with tools including Salesforce, RingCentral, Slack, ConnectWise, Zendesk, and Zoho Flow to manage customer communication, internal coordination, and support operations.
Resolution
I helped establish a more structured support operation with clearer workflows, defined responsibilities, performance tracking, and multiple customer communication channels.
This allowed the team to support a growing customer base while maintaining fast response and resolution times.
Impact
The operation scaled from 250+ to 400+ customer accounts, with a 2-minute first-response target and 5–7 minute resolution times for complex issues when they could be handled by the support team.
The support operation also maintained strong service performance, including 99% CSAT and 95% FCR, supported by ongoing coaching, escalation management, KPI monitoring, and process improvement.