Team Leader – Customer Support & Operations
New
L
LumimedsTelehealth
Remote (Argentina and Brazil), 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
- Operations ManagementMentoringCRMCustomer supportSaaS
Requirements
- 4+ years of experience in Customer Support.
- At least 2 years of experience in a leadership or mentor role.
- Demonstrated ability to take initiative and solve problems independently within guidelines.
- Resourceful in utilizing knowledge bases, histories, and SOPs to find answers.
- Decisive in making judgment calls in a fast-paced environment.
- Professional-level English communication skills (written and verbal).
- Reliable internet connection and quiet working environment.
- Experience with SaaS, Telehealth, or complex CRM tools is a plus.
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 intervene when agents fall behind.
- Handle complex escalations and agent questions as the primary point of contact.
- Coach agents on quality, tone, and self-sufficiency using provided resources and SOPs.
- Hold the team accountable for established SOPs and workflows, proposing improvements when processes are ineffective.
- Provide leadership with data-driven insights and proposed solutions for operational issues.
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