Customer Service Team Leader in at SupportNinja

Are you an impactful leader who excels at driving operational excellence and mentoring high-performing teams? As our next Team Leader, you won’t just be supervising tasks—you’ll be a vital driver of the support team, ensuring representatives deliver exceptional customer experiences while maximizing productivity and operational efficiency. We are looking for a results-oriented individual who thrives in a dynamic environment and is ready to tackle team management challenges ranging from metric analysis to cross-functional collaboration. If you are an experienced supervisor with strong problem-solving skills and client-facing exposure, your next career move starts here.

Work Setup: Remote - PH

Type of Contract: Full-Time

Schedule/Hours: Monday to Friday, 8 AM to 5 PM EST (Night Shift)

The Team Leader will be responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency.

• Team Leadership & Supervision: Provide effective leadership and supervision to a team of representatives.

• Performance & Alignment: Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives.

• Coaching & Professional Development: Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment.

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

• SLA & KPI Tracking: Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs).

• Data Analysis & Workflows: Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency.

• Cross-Functional Collaboration: Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows.

• Quality Assurance: Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction.

• Industry Best Practices: Stay updated with industry best practices and trends to drive process improvements and innovation within the team.

• Training & Development: Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members.

• Resource Management: Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles.

• Best Practice Sharing: Collaborate with other team leads and managers to share best practices and implement consistent processes.

• Escalation Management: Serve as a point of contact for escalations and handle customer inquiries or complaints as needed.

• Operational Reporting: Provide reports on team performance as required and regularly communicate with clients as needed.

• Cultural Alignment: Contribute to team meetings, participate in organizational initiatives to drive positive change, and maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.

• Leadership Experience: Minimum of 1 year of experience in a leadership or supervisory role, preferably in a call center environment.

• Domain Expertise: At least 3 years of experience in a role equivalent to the representatives the role will support.

• Client Relations: Previous client-facing experience is highly preferred.

• Communication Skills: Strong communication skills, both verbal and written.

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

• Problem-Solving Skills: Strong problem-solving, decision-making, and excellent interpersonal skills to interact with team members and stakeholders at all levels.

• Technical & Tool Proficiency: Proficiency in using customer service software and tools such as a CRM, alongside general computer and software application literacy.

• System Setup (BYOD): Must comply with the BYOD (Bring Your Own Device) IT equipment requirements.

• Results-Oriented Strategist: You possess a proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences with a focus on operational excellence.

• Analytical Thinker: You critically review performance metrics, track trends, and identify strategic areas to optimize workflow efficiency.

• Empathetic Professional: You naturally maintain a collaborative, supportive, and highly professional attitude toward colleagues, teams, and clients alike.

• Competitive Compensation

• Adherence to government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• HMO starting on Day 1.

• Free Dependents: One (1) dependent upon regularization, with an additional second (2) dependent after one year of service.

• Paid time off + birthday leave.

• Opportunities for skills training and professional development.

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/kyDdQzcWKBEuBvQAvWqDk

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.

#supportninjajobs