Online Support Lead

Purpose of the Job: The Online Support Lead is responsible for leading and optimizing digital customer support operations across online channels (chat, email, social media, and self-service portals), while overseeing online and telesales operations to drive growth and customer satisfaction in a fast-paced telecommunications environment. This role manages day-to-day sales operations, ensures efficient sales fulfilment, and collaborates with cross-functional teams—including digital, product, and technical support—to enhance the customer sales journey. With a strong emphasis on achieving sales targets, improving customer experience, and resolving customer queries, the Online Support Lead acts as a hands-on leader with a customer-focused approach, capable of supporting teams, driving performance, optimizing sales processes, and fostering collaboration across the organization. Sales Fulfilment & Customer Retention Effectiveness Ensure timely and effective sales fulfilment processes across all channels by overseeing accurate order management, tracking, and completion Monitor and optimize the sales cycle to reduce friction points and increase conversion rates across online and telesales platforms Collaborate with marketing, product, digital, and distribution teams to ensure promotions, offers, and product launches are effectively communicated and executed, while aligning support with customer acquisition and retention goals Facilitate the seamless handover of leads and queries from support to sales channels and provide actionable insights into customer needs and pain points to continuously improve sales performance, customer satisfaction, and overall business growth Customer Technical Queries Support Lead and manage online support teams to deliver efficient, customer-centric service by ensuring service-level agreements (SLAs) and response times are consistently met Oversee escalation management and the resolution of complex customer issues, including technical queries related to sales fulfilment, billing, and product inquiries, ensuring timely and effective solutions Provide leadership, training, and guidance to telesales and online support teams to strengthen their ability to handle complex technical queries, while collaborating with technical support and product teams to ensure customers receive accurate, helpful, and satisfactory resolutions Collaboration & Stakeholder Engagement Work closely with the digital team to streamline the online sales process, enhance the user experience, and introduce new tools or platforms to improve sales conversion and customer engagement Coordinate with product and technical teams to ensure the accurate delivery of information about services, troubleshooting, and product-related queries on digital channels Provide valuable insights into customer behavior and sales trends to support digital marketing and product development strategies Collaborate with digital team in the optimization of the online sales journey through