Customer Support Team Leader

Job Summary

Seeking a decisive and autonomous Customer Support Team Leader, the remote position will manage the frontline CS/OPS team during U.S. business hours, ensuring smooth operations, driving performance, and resolving issues independently.

Key responsibilities:

• Own the shift by managing team output, attendance, and workflow distribution
• Drive performance by analyzing metrics and proactively intervening with underperforming agents
• Handle complex escalations and coach agents to promote self-sufficiency

Required qualifications:

• 4+ years of experience in Customer Support, with at least 2 years in a leadership role
• Demonstrated extreme ownership and initiative in problem-solving
• Resourceful in finding answers through available resources before seeking leadership help
• Strong command of English with excellent written and verbal communication skills
• Experience with SaaS, Telehealth, or complex CRM tools is a major plus