Client Care Lead

We are seeking a highly skilled and detail-oriented Customer Support Team Lead to lead our support operations. This role is responsible for managing ticket workflows, ensuring adherence to client SLAs, leveraging analytics for reporting, and facilitating collaboration across internal teams. The ideal candidate will be an expert in JIRA Service Management and possess strong leadership and analytical skills to drive efficiency and improve customer satisfaction.

• Ticket Management: Oversee ticket triage, dispatch, escalation, follow-up, and resolution to ensure timely and effective customer support.
• SLA Compliance: Maintain expertise in client SLAs, ensuring all support activities align with service commitments and contractual obligations.
• Data Analysis & Reporting: Provide in-depth analysis on ticket volume, status conversions, and resolution time to drive process improvements.
• Cross-Department Colla...