Customer Support Team Lead

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 aircraft-related 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 include acting as an escalation point for complex or high-priority issues, providing day-to-day guidance to team members, and ensuring 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 fast-paced, safety-critical 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 aircraft-related 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.