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 team output during U.S. hours, managing coverage, attendance, and workflow distribution
• Analyze performance metrics and proactively intervene to support agents falling behind
• Serve as the first line of defense for complex escalations and provide mentoring for agent self-sufficiency

Required qualifications

• 4+ years of experience in Customer Support, with at least 2 years in a leadership or mentoring role
• Proven track record of extreme ownership and initiative in problem-solving
• Strong resourcefulness in finding answers independently
• Decisiveness in making judgment calls in a fast-paced environment
• Excellent command of English, both written and verbal