S1 Team Lead (Manager) — First-Line Support & Client Experience

Role Purpose

Why S1 Exists

S1 exists to deliver a predictable, professional client experience through:

• Rapid response and triage
  
• High first-contact resolution
  
• Clean communication
  
• Disciplined escalation
  
• Stable day-to-day operations
  

S1 sets the tone for trust. Your job is to make S1 fast, calm, consistent, and measurable.

90-Day Mission

Definition of Done

By Day 90, S1 operates like a machine:

• Clear priorities, clean queues, visible workload
  
• Strong first-line resolution and fewer repeat tickets
  
• Consistent customer comms and satisfaction improvement
  
• Escalations into S2/S3 are clean and complete
  
• SOPs are used daily and audited
  
• Scoreboards run w...