Team Leader – Customer Support
J
JobgetherCustomer Support
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, Customer Experience, or Operations roles; at least 2 years of experience in a leadership, team lead, supervisor, or mentoring position.
- Required Skills
- Data AnalysisProblem Solving
Requirements
- 4+ years of experience in Customer Support, Customer Experience, or Operations roles.
- At least 2 years of experience in a leadership, team lead, supervisor, or mentoring position.
- Proven ability to manage remote teams and maintain performance in distributed environments.
- Strong written and verbal English communication skills.
- Ability to analyze support metrics and use data to improve team performance.
- Comfortable making decisions, resolving issues, and managing priorities independently.
- Strong organizational skills with attention to detail and follow-through.
- Experience working with CRM systems, SaaS platforms, ticketing tools, or customer support technologies is preferred.
- Experience in telehealth, e-commerce, or technology-driven companies is a plus.
- Reliable home working environment with stable internet access and availability during U.S. business hours.
Responsibilities
- Manage daily customer support operations, ensuring team productivity, coverage, workflow organization, and adherence to service standards.
- Act as the primary point of contact for support agents during assigned working hours, helping resolve challenges and maintaining operational continuity.
- Monitor key performance indicators such as response times, customer satisfaction scores, and quality metrics to identify improvement opportunities.
- Handle complex customer escalations and provide guidance to agents on problem-solving, communication, and best practices.
- Coach and mentor support team members, helping them develop confidence, autonomy, and stronger decision-making skills.
- Ensure compliance with support procedures, workflows, and documentation standards while recommending improvements when needed.
- Analyze operational data and provide leadership with actionable insights, trends, and recommendations.
- Support onboarding activities, knowledge sharing, and the continuous improvement of customer support processes.
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