Customer Support Team Lead

Insight Global is seeking an experienced Customer Support Team Lead to oversee a technical support team that serves as the first point of contact for aircraftrelated technical inquiries. This role is responsible for supervising and supporting representatives who handle inbound calls and emails from approximately 30 airline clients, ensuring issues are accurately triaged and routed to the appropriate internal technical teams.
Key responsibilities
Act as an escalation point for complex or highpriority issues, provide daytoday guidance to team members, and ensure service levels, accuracy, and professionalism are consistently met.
Plays a key part in monitoring workflows, identifying process improvements, and maintaining high standards of customer service in a fastpaced, safetycritical environment.
Overseeing daily queue activity, coaching team members on issue assessment and escalation decisions, reviewing case quality within the CRM, and partnering with internal technical teams to support timely resolution of aircraftrelated issues.

Compensation:

$30/hr to $35/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:


Required Skills & Experience
• 10 years of experience in a call center or technical support environment, with demonstrated experience leading or mentoring frontline support staff
o 3 years of experience leading others
• Prior responsibility overseeing teams that triage inbound email and call inquiries and route issues to appropriate technical or operational teams
• Strong technical aptitude with the ability to guide team members in assessing issues and determining correct escalation paths
• Proven ability to manage multiple priorities, monitor workloads, and ensure accuracy and thoroughness across team investigations
• Excellent written and verbal communication skills, with the ability to coach team members on professional, customer focused communication
• Hands on experience with CRM platforms (Oracle preferred), including queue management, case tracking, and quality review
• Aviation industry experience strongly preferred, with familiarity in airline operations, aircraft maintenance workflows, or technical support environments


Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.