Team Leader in at SupportNinja

As our next Team Leader, you won’t just manage a team—you’ll be a mentor, a coach, and a strategic driver of exceptional customer experiences. We are looking for a high-impact leader who thrives on analyzing metrics, optimizing workflows, and inspiring a team of representatives to exceed every target. If you are a technical problem-solver with a C1 communication level and a background in call center leadership, your next career move starts here.

• Work Setup: Remote - Philippines

• Type of Contract: Full-Time

• Schedule/Hours: 8 AM – 5 PM EST, Mon-Fri (Night Shift)
  
  

The Team Leader is responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences. This role focuses on coaching and guiding team members while driving performance, productivity, and operational efficiency. You will serve as the bridge between team performance and organizational objectives, ensuring high levels of customer satisfaction and process innovation.

• Inspire & Lead: Provide effective leadership and supervision, setting clear performance expectations aligned with company goals.

• Coach & Mentor: Motivate team members to enhance their skills and professional development while fostering a collaborative environment.

• Drive Efficiency: Monitor team performance against SLAs and KPIs, analyzing metrics to identify areas for improvement and productivity strategies.

• Operational Excellence: Collaborate cross-functionally to streamline processes, resolve challenges, and optimize workflows.

• Stakeholder Engagement: Regularly communicate with clients and serve as the primary point of contact for complex escalations.

• Quality Oversight: Continuously monitor customer service quality and stay updated with industry trends to drive innovation within the team.

• Performance Reporting: Provide detailed reports on team performance and participate in organizational initiatives to drive growth.

• Conflict Resolution: Address employee concerns and performance issues in a timely and effective manner.

• Proven Experience: Minimum of 1 year in a leadership or supervisory role, preferably in a call center environment, and 3 years of experience in a role equivalent to the representatives supported.

• Communication: C1 Communications level is a hard requirement, featuring a neutral accent.

• Technical Knowledge: Strong understanding of customer service and technical support principles and practices.

• Software Proficiency: Proficient in computers and CRM software; experience with Vonage or Freshdesk is preferred.

• Client Management: Previous client-facing experience is preferred.

• Leadership Mindset: Demonstrated ability to motivate a team to deliver exceptional experiences and achieve performance targets.

• Operational Strategists: You don't just watch the clock; you analyze team metrics to implement strategies that enhance productivity.

• Conflict Resilient Leaders: You address employee concerns and performance issues with a professional, solution-oriented approach.

• Collaborative Interpersonal Skills: You interact effectively with team members and stakeholders at all levels to drive positive change.

• Empathetic Mentors: You foster a positive team culture, maintaining a professional and empathetic attitude toward colleagues and customers at all times.

• Competitive Compensation

• Adherence to government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• HMO 1st day.

• Paid time off + birthday leave.

• Opportunities for skills training and personal and professional development.

• Employee Referral Program.

  
  

Discover A Better Way to Grow! Are you ready?

Fast-track your application and dive straight into your next big opportunity. Access your Instant Interview here: https://alpharun.com/i/ejQHqrpySDjvzTn-BfjHx

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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