Skills Level 3 ★ Premium
Support Team Lead
A demanding check of the people, planning and improvement skills needed to lead a customer support team.
- 45 questions
- 60 min
- 5 areas
Code CSPLD · Customer Support series
What it measures
Overall support leadership Average of the five areas.
Your instant report
- Overall score and band
- Scores for each of the 5 areas
- Strengths and tips for each area
- Certificate of completion
Taking it on your own? The report and certificate open the moment you finish. When an organization runs it, the organization decides when to share them.
Who it is for
Support team leads, senior agents stepping up to lead, contact centre supervisors, quality and workforce analysts, and customer experience managers.
The top level of the Customer Support series. Check your skills as a support team lead: coaching the team, workforce planning, metrics and voice of the customer, escalations and incidents, and support operations including AI and automation. 45 questions in 60 minutes.
How it runs
- Practice1 questionWarm-up, not scored
- Leading and coaching the team9 questions
- Workforce planning and scheduling9 questions
- Metrics, analytics and voice of the customer9 questions
- Escalations, incidents and stakeholders9 questions
- Support operations and improvement9 questions
Question types
- 68Multiple choice, one correct answer
- 15True / false
- 10Multiple select, several correct answers
- 42Situational judgement (score per option)
Instructions shown before starting
45 questions in 60 minutes, across 5 areas of leading customer support. Many questions describe a real situation a team lead faces, and a few need a short calculation. Most questions have one correct answer. For 'Select all that apply' questions, choose every correct option. For situation questions, pick the best action: some other options get part marks. There is no penalty for a wrong answer.
Version 1, published 27 Oct 2026.
The Customer Support series
Take them in order to build up step by step. See the whole series
- Level 1Customer Support EssentialsCode CSPES
- Level 2Customer Support PractitionerCode CSPPR
- Level 3 · You are hereSupport Team Lead
Related assessments
Ready to take Support Team Lead?
Take it yourself with a free personal account (your first credit is on us) and get your report the moment you finish, or create an organization to invite candidates and get a report and certificate for each person.