Customer Support Team Leader

Job Summary

Seeking a decisive and autonomous Customer Support Team Leader for a remote position during U.S. business hours, who will manage the frontline CS/OPS team, drive performance metrics, and handle complex escalations independently.

Key responsibilities

• Own the team's output during U.S. hours, managing coverage and workflow distribution
• Analyze performance metrics and proactively intervene to support underperforming agents
• Handle complex escalations and mentor agents to promote self-sufficiency and adherence to standards

Required qualifications

• 4+ years of experience in Customer Support, with at least 2 years in a leadership or mentoring role
• Demonstrated extreme ownership and initiative in problem-solving
• Resourcefulness in finding answers and solutions without constant supervision
• Strong command of English with excellent written and verbal communication skills
• Reliable internet connection and a quiet work environment