Level 1 Support Manager

About the role

We are looking for a proactive Level 1 Support Manager to lead our L1 Support team. You will be responsible for ensuring operational excellence, fostering team engagement, and delivering high‑quality service to our clients.

Key responsibilities

• Guide, coach and motivate the team to meet performance goals while maintaining a collaborative environment.
• Oversee day‑to‑day operations, resolve complex issues and continuously improve workflows.
• Build and maintain strong relationships with clients, handling escalated concerns and promoting customer loyalty.
• Track team performance, provide regular feedback and report key metrics to senior management.
• Collaborate with Workforce Management to ensure fair scheduling, adequate staffing and resource allocation.
• Manage scheduling adherence, vacation policies and communicate any deviations.
• Support Lead Supervisors through regular 1:1 meetings, performance reviews and corrective actions.
• Monitor and escalate incidents, address customer complaints and legal threats.
• Streamline processes to boost productivity and ensure compliance with Customer Support procedures.
• Lead engagement initiatives, recognize top performers and support under‑performers.
• Drive hiring, interview candidates, onboard new hires and provide initial training.

Required profile

• Fluent in English (additional language proficiency is a plus).
• Proven experience leading a support or call‑center team.
• Strong analytical and problem‑solving abilities.
• Excellent communication and stakeholder management skills.

Required skills

• Experience with Workforce Management (WFM) tools.
• Familiarity with Customer Support platforms and QA processes.