Support Team Lead

Role Overview

The Retail Apps Team Lead provides operational and people leadership within a second‑level retail support environment. The role acts as a senior point of control during escalations, service exceptions, and complex support scenarios, ensuring clear ownership, timely resolution, and a consistent customer experience.

The Team Lead works closely with Control Tower and Incident Management teams to maintain and improve operational runbooks, applying real‑world service learnings to strengthen quality and repeatability. End‑to‑end accountability is held for service performance, SLA delivery, and outcome‑based results, with a strong focus on proactive risk management and corrective action.

This role combines hands‑on operational oversight with coaching‑led people leadership and practical performance management. It supports second‑level retail operations and works closely with Level 1, Level 2, and Level 3 teams to ensure smooth incident ...

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