Customer Support Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide Worker Operations agents through constructive feedback, development planning, and performance enhancement.

• Oversee agent quality, productivity, attendance, schedule compliance, and quality assurance metrics.

• Deliver regular coaching based on QA feedback, performance metrics, customer survey results, and ticket reviews.

• Address escalations from dissatisfied customers as necessary.

• Maintain coaching records and provide consistent written feedback.

• Utilize support tools such as Zendesk, Metabase, and Amazon Connect effectively.

• Listen to team concerns and address challenges or conflicts.

• Implement consequence management for underperforming team members.

• Assign tasks to high-potential team members to encourage growth and development.

• Propose and facilitate team-building initiatives.

• Ensure overlapping working hours with EST and PST time zones and be available for weekend shifts as required.

⛳️ Requirements

• Minimum of 2 years of coaching experience.

• Proven track record in coaching individuals through structured feedback, development plans, and performance enhancement.

• At least 2 years of experience in people management.

• Background in leading customer support teams and promoting performance, engagement, and accountability.

• Over 2 years of experience in customer support.

• Strong expertise in providing outstanding customer service and resolving intricate customer issues.

• Customer-centric mindset.

• Proficient in data-driven problem-solving and root cause analysis.

• Ability to excel in uncertain situations and adapt to shifting priorities, products, and processes.

• Excellent communication skills with the ability to offer actionable feedback.

• Proactive attitude and ownership of results.

• Quick learner of new tools, products, and processes.

• Capability to mentor others and foster accountability and excellence.

• Resilience and sound judgment during peak periods and operational changes.

• Minimum 15 Mbps wired internet connection.

• Minimum i5 processor or equivalent.

• Minimum 12 GB RAM.

• Access to a quiet working environment.

• Reliable power and internet connection.

• Availability for overlapping EST and PST working hours and weekend shifts as necessary.

🏝️ Benefits

• Competitive salary.

• Opportunities for professional development and career advancement.

• Flexible work hours.

• Access to a collaborative and supportive team environment.