Team Leader – Customer Support & Operations

4+ years experience in Customer Support At least 2 years in a leadership/mentor role Demonstrated track record of taking initiative and ownership Ability to find answers using available resources Comfortable making judgment calls in a fast-paced environment Excellent written and verbal communication skills in English Stable internet connection, quiet environment, and impeccable attendance Experience with SaaS, Telehealth, or complex CRM tools is a plus

Own the shift and manage team output during US hours Analyze metrics and proactively intervene to drive agent performance Handle complex escalations and agent questions as the first line of defense Mentor agents on quality, tone, and resource utilization Enforce SOPs and workflows, suggesting process improvements Provide insights and proposed solutions with data reports to leadership