Support leads are in charge of supervising a customer support team. They do customer support to resolve complaints, answer questions, and develop programs for improving team performance and driving organizational goals. Additional responsibilities of a support lead include coordinating with a customer service team, providing direct customer support, reviewing complaints, and evaluating team members.
A support lead may assume other responsibilities of a team leader, like coordinating meetings and creating agendas. They're also involved in hiring employees and developing a training curriculum.
This position doesn't have any formal education requirements. However, most employers expect applicants to have a high school diploma or GED, at least. Some even insist on a higher degree in communications or a related field. Critical skills for successful support leads include leadership, organization, conflict resolution, and problem-solving.
There is more than meets the eye when it comes to being a support lead. For example, did you know that they make an average of $40.06 an hour? That's $83,331 a year!
Between 2018 and 2028, the career is expected to grow 10% and produce 83,100 job opportunities across the U.S.
There are certain skills that many support leads have in order to accomplish their responsibilities. By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed customer-service skills, listening skills and problem-solving skills.
When it comes to the most important skills required to be a support lead, we found that a lot of resumes listed 19.6% of support leads included procedures, while 14.3% of resumes included customer service, and 7.7% of resumes included pos. Hard skills like these are helpful to have when it comes to performing essential job responsibilities.
When it comes to searching for a job, many search for a key term or phrase. Instead, it might be more helpful to search by industry, as you might be missing jobs that you never thought about in industries that you didn't even think offered positions related to the support lead job title. But what industry to start with? Most support leads actually find jobs in the technology and retail industries.
If you're interested in becoming a support lead, one of the first things to consider is how much education you need. We've determined that 43.4% of support leads have a bachelor's degree. In terms of higher education levels, we found that 14.9% of support leads have master's degrees. Even though most support leads have a college degree, it's possible to become one with only a high school degree or GED.
Choosing the right major is always an important step when researching how to become a support lead. When we researched the most common majors for a support lead, we found that they most commonly earn bachelor's degree degrees or associate degree degrees. Other degrees that we often see on support lead resumes include master's degree degrees or high school diploma degrees.
You may find that experience in other jobs will help you become a support lead. In fact, many support lead jobs require experience in a role such as customer service representative. Meanwhile, many support leads also have previous career experience in roles such as sales associate or cashier.