Customer Support Team Leader

Job Summary

Seeking a decisive and autonomous Customer Support Team Leader for a remote, full-time position focused on managing the frontline CS/OPS team during U.S. business hours, driving performance, and resolving complex escalations independently.

Key responsibilities

• Own the team's output during U.S. hours, managing coverage, attendance, and workflow distribution
• Analyze performance metrics and proactively intervene to support agents who are falling behind
• Handle complex escalations and provide guidance to agents, promoting self-sufficiency and accountability

Required qualifications

• 4+ years of experience in Customer Support, with at least 2 years in a leadership or mentor role
• Demonstrated extreme ownership and initiative in problem-solving
• Strong resourcefulness in finding answers and solutions independently
• Excellent written and verbal communication skills in English
• Experience with SaaS, Telehealth, or complex CRM tools is a major plus