Team Leader

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

📋 Description

• Deliver strong leadership and oversight to a team of representatives.

• Establish clear performance expectations and objectives that align with the organization's goals.

• Coach, support, and inspire team members while promoting a positive and collaborative team atmosphere.

• Address employee issues, conflicts, and performance challenges effectively.

• Track team performance and ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs).

• Analyze team metrics and develop strategies to enhance productivity and efficiency.

• Work in partnership with cross-functional teams to streamline processes and tackle operational hurdles.

• Monitor and enhance customer service quality and overall customer satisfaction.

• Identify training requirements and organize training sessions accordingly.

• Ensure team members have the necessary tools, resources, and information at their disposal.

• Act as a point of contact for escalations and manage customer inquiries or complaints.

• Provide performance reports for the team.

• Communicate regularly with clients as required.

• Comply with company policies and procedures.

• Achieve or surpass performance targets related to KPIs.

• Engage in training programs and continuous learning opportunities.

• Maintain a positive, empathetic, and professional demeanor towards customers and colleagues.

⛳️ Requirements

• At least three (3) years of experience in a role comparable to the supported representative position.

• A minimum of one (1) year in a leadership, supervisory, or team lead capacity within a call center or customer support setting is preferred.

• Previous experience in a client-facing role is advantageous.

• Exceptional verbal and written communication skills.

• Comprehensive knowledge of customer service and technical support principles and practices.

• Strong problem-solving and decision-making skills.

• Excellent interpersonal abilities to engage with team members, stakeholders, and clients at all levels.

• Demonstrated capability to lead, motivate, and inspire a team to meet performance goals and provide outstanding customer experiences.

• Results-driven approach focused on operational excellence and ongoing improvement.

• Proficiency in customer service software and tools, including CRM systems, as well as general computer applications.

• Proven integrity in leadership, team engagement, performance management, and relationship-building.

• Previous experience in the fintech industry is required.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.