Job Summary:
The Team Lead, Support is responsible for overseeing ticket quality, SLA adherence, and operational performance of the Level 1 POS Support team, ensuring consistent and accurate support delivery aligned with defined service standards.
The Team Lead provides clear functional leadership and authority within the L1 team, guiding ticket control, prioritization discipline, and support execution standards.
The Team Lead works closely with L1 agents to ensure proper ticket handling, escalation readiness, and continuous improvement across POS support operations and will be in close collaboration with L2 Senior Agents to streamline consultation, escalation and troubleshooting processes where L2 is involved.