Team Leader – Customer Support
New
J
JobgetherCustomer Support
Based in United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum of 3 years of experience in customer service or technical support roles; minimum of 1 year of experience in a leadership or supervisory position.
- Required Skills
- CoachingTechnical support
Requirements
- Minimum of 3 years of experience in customer service or technical support roles.
- Minimum of 1 year of experience in a leadership or supervisory position, preferably within a call center, BPO, or outsourced services environment.
- Strong understanding of customer support principles, service operations, and performance management.
- Experience using customer service platforms, CRM systems, and standard business applications.
- Excellent written and verbal English communication skills.
- Strong problem-solving, analytical, and decision-making abilities.
- Proven ability to lead, motivate, and inspire teams to achieve performance goals.
- Ability to manage escalations and resolve complex customer or operational issues.
- Results-oriented mindset with a focus on operational excellence and continuous improvement.
- Strong organizational skills with the ability to manage priorities in a remote work environment.
Responsibilities
- Provide daily leadership, supervision, and operational guidance to a team of customer support representatives.
- Establish clear performance expectations and align team objectives with organizational and client goals.
- Coach, mentor, and motivate team members to improve skills, productivity, and professional growth.
- Monitor team performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards.
- Analyze operational metrics to identify improvement opportunities and implement strategies to increase efficiency.
- Act as an escalation point for complex customer issues and operational challenges.
- Collaborate with cross-functional teams to improve workflows, processes, and customer support delivery.
- Maintain regular communication with clients and support successful business partnerships.
- Prepare performance reports and provide insights to support operational decision-making.
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