Customer support team lead with 5 years in SaaS support, leading 9 agents serving small business customers of an accounting app. The team keeps first response under 1 hour and CSAT at 95%. Handles escalations, scheduling, QA reviews and coaching new agents through their first 60 days.
Experience
Customer Support Team Lead, Ledgerbee (Boise, ID)
Jan 2024 – Present
Lead 9 agents handling 7,500 tickets a month with first response under 1 hour and 95% CSAT
Run weekly QA reviews and 1:1 coaching, cutting new-agent ramp from 10 to 6 weeks
Own escalations for payroll and tax issues, coordinating fixes with engineering in Jira
Built schedules in Zendesk WFM that cover 7am–9pm across 3 time zones
Report weekly CSAT, backlog and escalation trends to the support manager
Customer Support Specialist, Ledgerbee (Boise, ID)
Sep 2021 – Dec 2023
Resolved 45 tickets a day with a 96% satisfaction score
Became the team expert on bank feed and reconciliation issues
Wrote 20 help center articles on payroll setup
Student IT Support Technician, Boise State Help Desk (Boise, ID)
Aug 2019 – May 2021
Resolved 25 student and staff tech requests a day by phone and walk-up
Wrote 15 how-to guides for Wi-Fi and account setup
Education
BA, Communication, Boise State University (Aug 2017 – May 2021)
Process: Escalation paths, macros, help center updates
How to write a Customer Support Team Lead resume
A strong Customer Support Team Lead resume shows quota attainment, deal size, and the customer outcomes you delivered. Lead with scope and impact: the size of the systems, budgets or teams you influenced, and the decisions you owned.
Sections, in order
Summary
Experience
Skills
Education
Length: One page is ideal; two pages are fine with 10+ years of relevant experience.
Summary: Open with your specialty and years of experience, then one or two signature results.
Skills to feature
Prospecting
Discovery and qualification
Negotiation
Pipeline management
CRM (Salesforce, HubSpot)
Account management
Customer onboarding
Renewals and expansion
Product demos
Customer empathy
Example bullet points
Closed $2.4M in new ARR in FY24, reaching 132% of quota and ranking #2 of 18 reps
Built an outbound sequence for mid-market accounts that booked 60 qualified meetings a quarter
Raised CSAT from 86% to 94% by introducing tiered routing and a 24-hour follow-up standard
Tips from recruiters
Put quota attainment and ranking in the first bullet of every sales role.
State deal size and sales cycle so readers understand the segment you sell into.
For support roles, show volume handled alongside quality metrics such as CSAT.
Recommended templates
Modern (ATS-friendly): Clean single column with accent headings and rules
Classic (ATS-friendly): Jake's-style LaTeX classic: small caps and hairline rules
Ledger (ATS-friendly): moderncv banking: accent name, bold dates on the right
Customer Support Team Lead resume FAQ
What should a Customer Support Team Lead resume include?
A Customer Support Team Lead resume should show quota attainment, deal size, and the customer outcomes you delivered. Use these sections in this order: Summary, Experience, Skills and Education. Lead with scope and impact: the size of the systems, budgets or teams you influenced, and the decisions you owned.
What is the best resume template for a Customer Support Team Lead?
Modern, Classic and Ledger work well for Customer Support Team Lead roles. They are single-column with standard headings, so applicant tracking systems (ATS) parse them reliably.
How long should a Customer Support Team Lead resume be?
One page is ideal; two pages are fine with 10+ years of relevant experience.
Which skills should a Customer Support Team Lead put on a resume?
Prioritize the skills named in the job posting. Common ones for Customer Support Team Lead roles are Prospecting, Discovery and qualification, Negotiation, Pipeline management, CRM (Salesforce, HubSpot) and Account management.
How do I write strong Customer Support Team Lead resume bullet points?
Start with an action verb, say what you did, and end with a measurable result such as quota attainment, ARR closed and win rate. For example: "Closed $2.4M in new ARR in FY24, reaching 132% of quota and ranking #2 of 18 reps."