L1 Support Lead

This role is responsible for leading a support team that provides front-line support to merchants. This role involves managing a team of support supervisors and agents, ensuring efficient operations, timely issue resolution, and maintaining high customer satisfaction. The manager serves as the escalation point for complex issues, collaborates with other teams to resolve them, and implements process improvements based on data analysis. Key responsibilities also include team development, performance monitoring, and fostering strong relationships with merchants to enhance their overall experience and retention.