Team Leader – Customer Support & Operations
New
L
LumimedsTelehealth
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
- Data AnalysisOperations ManagementCoachingProcess improvementCRMCustomer supportSaaS
Requirements
- 4+ years of experience in Customer Support.
- At least 2 years of experience in a leadership or mentorship role.
- Excellent written and verbal command of the English language.
- Ability to work U.S. business hours.
- Demonstrated ability to take initiative and operate with extreme ownership.
- Proficiency in finding solutions independently using knowledge bases and SOPs.
- Strong decision-making skills in a fast-paced environment.
- Reliable internet connection and a quiet working environment.
- Experience with SaaS, telehealth, or complex CRM tools is a major plus.
Responsibilities
- Manage team coverage, attendance, and workflow distribution independently during U.S. business hours.
- Analyze metrics such as response time, CSAT, and QA to proactively intervene and improve agent performance.
- Handle complex customer escalations and provide guidance to agents to resolve issues.
- Mentor and coach agents to foster self-sufficiency and high-quality communication.
- Enforce SOPs and workflows, suggesting process improvements when current systems underperform.
- Provide actionable insights and solutions based on operational data to leadership.
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