Onboarding and Customer Support Team Lead

During my tenure at SimpleTexting (Jan 2022 – Feb 2024), I played a key role in both customer onboarding and support team leadership, ensuring a seamless experience for new users while driving efficiency and performance within the support team.

I guided customers through a structured onboarding process, ensuring they were set up for success. This included:

Verifying that customers were on the correct plan size.

Providing personalized training and set-up assistance.

Conducting regular check-ins to enhance product adoption.

Gathering and analyzing customer feedback to improve the onboarding experience.

As a team lead, I spearheaded initiatives to optimize team performance, elevate customer satisfaction, and refine support processes. My key contributions included:

Team Management: Coaching, mentoring, and conducting regular check-ins to support team development.

Performance Optimization: Monitoring KPIs, conducting chat/call reviews, and ensuring top-tier support quality.

Recruitment & Training: Screening applicants, leading interviews, and onboarding new team members.

Process Improvement & Knowledge Base Management: Enhancing workflows and keeping resources up to date.

Escalation & Issue Resolution: Handling complex cases efficiently while ensuring a high level of customer satisfaction.

Cross-Functional Collaboration: Working closely with sales, marketing, and product teams to align support efforts with business goals.

My ability to balance customer advocacy, operational efficiency, and team leadership helped drive meaningful improvements in customer retention, team productivity, and overall user experience at SimpleTexting.