Customer Support Team Leader

About the Role:

• We are seeking an experienced and motivated Customer Support Team Leader to drive excellence in our remote customer support operations.
• You will play a pivotal role in leading and coaching a high-performing team of customer support agents, ensuring they deliver exceptional service to our global customer base.
• As a leader, you will:
  • Set clear expectations,
  • Provide targeted feedback,
  • Foster a culture of continuous improvement.
• Your ability to inspire, mentor, and develop your team will be critical in maintaining the highest levels of customer satisfaction.

Key Responsibilities:

• Lead and coach a team of customer support agents to achieve and maintain top-tier performance in quality, productivity, and attendance metrics.
• Provide regular, constructive feedback based on quality assurance (QA) scores, customer survey responses, and ticket observations.
• Create personalized development plans that align with individual performance goals.
• Handle customer escalations with poise and professionalism, stepping in to resolve complex or high-priority issues as needed.
• Drive performance improvement initiatives by setting SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound) for your team, ensuring clear paths for growth and success.
• Monitor and report on team performance, identifying trends, strengths, and areas for improvement.
• Maintain accurate coaching logs and feedback records for each agent.
• Ensure schedule adherence and productivity standards are met, aligning with the company’s operational goals.
• Foster a culture of learning and development by delegating tasks to high-potential team members and organizing team-building activities to enhance collaboration and morale.
• Actively contribute to process improvements, suggesting and implementing strategies to optimize workflow, customer satisfaction, and team efficiency.
• Be a product and process expert, guiding your team with deep knowledge of our tools, services, and customer needs to ensure they are equipped for success.

What We’re Looking For:

• 3+ years of leadership and coaching experience:

  • You’ve led teams of at least 10 employees, driving them to consistently meet performance goals and exceed expectations.
  • Your leadership style is hands-on, and you're known for your ability to mentor, inspire, and develop top-performing teams.

• 7+ years of customer service expertise:

  • You have an extensive background in customer-facing roles, giving you deep insight into the nuances of delivering exceptional support.
  • You understand the customer journey and how to enhance it at every touchpoint.

• Exceptional communication and feedback skills:

  • You excel at delivering clear, actionable, and motivational feedback.
  • Whether it's in coaching sessions or escalations, your communication is precise, empathetic, and designed to drive improvement.
  • You know how to convey tough messages constructively while keeping your team motivated and aligned with company goals.

• Proven ability to handle escalations:

  • You’ve successfully managed customer escalations and resolved high-stakes issues in a timely manner.
  • You are skilled at maintaining customer satisfaction even under pressure, with a track record of resolving at least 95% of escalations within company-specified timeframes or SLAs (Service Level Agreements).

• Experience in remote, geo-distributed work environments:

  • You’ve successfully led or been part of multinational teams spanning different time zones and regions.
  • You thrive in a remote work environment, are adept at managing diverse cultures, and can seamlessly coordinate across various global locations.

Your First 90 Days:

• 30 Days:

  • Become a product expert, immerse yourself in the support environment, and learn the ins and outs of our tools and processes.
  • You'll start handling customer tickets and shadowing agents to understand their daily challenges.

• 60 Days:

  • Take ownership of your first team.
  • You’ll evaluate individual performance, set SMART goals for improvement, and establish a rhythm of regular feedback and coaching.

• 90 Days:

  • Your team is consistently achieving high scores in quality metrics (90% or above).
  • For agents who are underperforming, you have clear action plans with deadlines for improvement.

Work Environment:

This is a fully remote role with a rotating roster to ensure 24/7 coverage. You must have the flexibility to work EST/PST hours and occasionally accommodate weekend shifts for emergencies.

System Requirements:

In addition, you should have:

• A minimum of 15 Mbps wired internet connection.
• A computer with an i5 processor (or equivalent) and at least 12GB RAM.
• A quiet, dedicated workspace with a steady power and internet connection.

Why Join Us?

• Global team: You’ll be working with talented individuals from all over the world in a diverse and inclusive environment.
• Career growth: We invest in your professional development and provide ample opportunities for you to advance your career.
• Impact: Your leadership will directly influence customer satisfaction and operational efficiency, making a tangible difference in our success.
• Flexibility: Enjoy the benefits of remote work with the structure and support of a collaborative team.

If you are passionate about coaching, leadership, and delivering outstanding customer experiences, apply now and join our team in setting the standard for excellent support!