Support Lead

Are you a natural leader with a passion for customer support? Do you thrive in a fast-paced and dynamic environment? If so, we have an exciting opportunity for you! Five Below is seeking a Support Lead to join our team and provide exceptional support to our customers. As a Support Lead, you will be responsible for leading and coaching a team of support representatives, ensuring the highest level of customer satisfaction. We are looking for someone who is customer-focused, detail-oriented, and has excellent communication skills. If this sounds like you, we would love to hear from you!

Lead and manage a team of support representatives, including hiring, training, and coaching.
Monitor and evaluate team performance, providing feedback and addressing any performance issues.
Set and maintain high standards for customer service and ensure that all team members adhere to them.
Handle escalated customer inquiries and complaints in a timely and efficient manner.
Develop and implement strategies to improve customer satisfaction and retention.
Collaborate with other departments to ensure seamless and consistent support for customers.
Stay updated on product knowledge, policies, and procedures to provide accurate and helpful information to customers.
Create and maintain documentation and procedures for customer support processes.
Keep track of support metrics and use them to identify areas for improvement and make data-driven decisions.
Lead by example and exhibit strong customer service skills in all interactions with customers and team members.
Foster a positive and productive work environment for the support team.
Communicate effectively with team members, management, and other departments to ensure smooth operations and resolve any issues that may arise.
Continuously seek opportunities to improve and streamline support processes.
Stay informed about industry trends and best practices in customer support.
Serve as a brand ambassador by promoting a positive image of the company and its products to customers.

Five Below is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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