Customer Support Team Leader
New
L
LumimedsTelehealth
Remote (Anywhere in Europe/Poland), U.S. business hoursFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 4+ years experience in Customer Support, with at least 2 years in a leadership/mentor role.
- Required Skills
- LeadershipTeam managementMentorshipCRMCustomer supportSaaS
Requirements
- 4+ years of professional experience in Customer Support.
- Minimum 2 years of experience in a leadership or mentor role.
- Strong command of English, both written and verbal.
- Proven track record of taking initiative and demonstrating ownership.
- Ability to work during U.S. business hours.
- Reliable high-speed internet connection and a dedicated quiet work environment.
- Experience with SaaS, Telehealth, or complex CRM tools is a major plus.
- Excellent problem-solving skills and ability to navigate established guidelines.
Responsibilities
- Manage team output, coverage, attendance, and workflow distribution during U.S. business hours.
- Analyze performance metrics such as response time, CSAT, and QA to proactively support team members.
- Act as the primary point of contact for complex escalations and agent inquiries.
- Coach agents on quality, tone, and resource utilization to foster self-sufficiency.
- Enforce and improve standard operating procedures and workflows.
- Provide leadership with actionable insights and solutions based on performance data.
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