Team Leader – Customer Support

Accountabilities:
The Team Leader – Customer Support will oversee daily operations for a team of customer and technical support representatives, ensuring strong performance, service quality, and alignment with client expectations. This role requires effective leadership, coaching capabilities, and the ability to analyze operational performance while driving continuous improvement. Provide daily leadership, supervision, and operational guidance to a team of customer support representatives. Establish clear performance expectations and align team objectives with organizational and client goals. Coach, mentor, and motivate team members to improve skills, productivity, and professional growth. Foster a positive, collaborative, and customer-focused team environment. Monitor team performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards. Analyze operational metrics to identify improvement opportunities and implement strategies to increase efficiency. Address employee concerns, manage conflicts, and support performance improvement initiatives. Act as an escalation point for complex customer issues and operational challenges. Collaborate with cross-functional teams to improve workflows, processes, and customer support delivery. Maintain regular communication with clients and support successful business partnerships. Identify training needs, coordinate development activities, and ensure team members have the necessary resources. Prepare performance reports and provide insights to support operational decision-making. Ensure compliance with company policies while maintaining a professional and empathetic approach toward customers and colleagues. Requirements: The ideal candidate brings experience in customer service leadership, technical support operations, or contact center environments. This professional should have strong communication skills, a passion for developing people, and the ability to drive results in a fast-paced support environment. Minimum of 3 years of experience in customer service or technical support roles. Minimum of 1 year of experience in a leadership or supervisory position, preferably within a call center, BPO, or outsourced services environment. Strong understanding of customer support principles, service operations, and performance management. Experience using customer service platforms, CRM systems, and standard business applications. Excellent written and verbal English communication skills. Strong problem-solving, analytical, and decision-making abilities. Proven ability to lead, motivate, and inspire teams to achieve performance goals. Ability to manage escalations and resolve complex customer or operational issues. Results-oriented mindset with a focus on operational excellence and continuous improvement. Strong organizational skills with the ability to manage priorities in a remote work environment. Nice-to-have qualifications: Previous experience working directly with clients in an outsourced services or BPO setting. Experience managing technical support workflows and complex customer escalations. Benefits: Competitive compensation package. Retirement savings program with company matching contributions. Life insurance coverage. Health maintenance coverage beginning on the first day of employment. Dependent coverage options, including additional dependent benefits after eligibility milestones. Paid time off and birthday leave. Opportunities for professional development, skills training, and career growth. Fully remote work environment. Opportunity to lead a team and make a direct impact on customer experience and operational success.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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