Team Leader – Customer Support & Operations
J
JobgetherDigital Healthcare
Brazil, U.S. business hoursFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 4+ years of experience in Customer Support, with at least 2 years in a leadership, team lead, or mentoring role.
- Required Skills
- Data AnalysisCRMCustomer support
Requirements
- 4+ years of experience in Customer Support.
- At least 2 years in a leadership, team lead, or mentoring role.
- Proven ability to manage remote teams and maintain performance without close supervision.
- Strong ownership mindset with the ability to solve problems independently.
- Excellent written and verbal English communication skills.
- Experience analyzing support metrics, quality indicators, and operational performance data.
- Demonstrated ability to coach team members to increase autonomy.
- High level of organizational skills, reliability, and attention to detail.
- Ability to work U.S. business hours.
- Stable internet connection and a suitable remote working environment.
Responsibilities
- Manage daily team operations, including coverage planning, attendance tracking, and workflow distribution.
- Monitor key performance indicators like response times, customer satisfaction scores, and quality metrics.
- Act as the first point of contact for complex customer issues, agent questions, and operational challenges.
- Coach and mentor support agents to improve performance, communication, and independence.
- Ensure adherence to standard operating procedures and identify opportunities for process improvements.
- Analyze operational data to provide leadership with insights and actionable recommendations.
- Support the development of scalable customer support processes and efficiency initiatives.
- Foster a team environment based on accountability, collaboration, and continuous learning.
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