Team Leader (Technical) in at SupportNinja

Work Setup: On-site in Cluj, Romania

The Team Leader (Technical) is responsible for leading and supporting a team of representatives within a call center environment to ensure operational performance, service quality, and exceptional customer experiences. This role provides coaching, guidance, performance management, and day-to-day operational support while driving productivity, employee engagement, and adherence to company standards and KPIs.

The role requires someone who can quickly learn technical products, tools, systems, and workflows, then translate that information into clear, practical, and engaging learning experiences. Your ability to support technical account launches, partner with business leaders, and uphold company values will play a key role in improving learner readiness, operational performance, and client satisfaction across various functional groups.

What does a day in the life of a Team Leader (Technical) look like?

• Provide effective leadership and supervision to a team of representatives

• Set clear performance expectations and goals aligned with organizational objectives

• Coach, mentor, and motivate team members to enhance skills, performance, and professional development while fostering a collaborative environment

• Address employee concerns, conflicts, and performance issues in a timely and effective manner

• Monitor team performance to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)

• Analyze performance metrics and implement strategies to improve productivity and efficiency

• Collaborate with cross-functional teams to streamline processes, resolve challenges, and optimize workflows

• Maintain and improve customer service quality to ensure high levels of satisfaction

• Stay current with industry best practices and apply innovations to team operations

• Identify training needs and coordinate sessions to develop team knowledge and skills

• Ensure team members have the tools, resources, and information necessary to perform effectively

• Share best practices and align processes with other leaders and managers

• Serve as a point of contact for escalations and handle customer inquiries or complaints

• Provide reports on team performance as required

• Communicate with clients as appropriate

• Adhere to company policies and procedures

• Meet or exceed performance targets for related KPIs

• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules

• Collaborate with other departments as needed

• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Perform other duties as assigned

What are the required qualifications of a Team Leader (Technical)?

• Minimum of three (3) years of experience in a role equivalent to the representative position supported
• Minimum of one (1) year of leadership, supervisory, or team lead experience within a call center or customer support environment preferred Previous client-facing experience preferred
• Strong verbal and written communication skills
• Strong knowledge of customer service and technical support principles and practices
• Strong problem-solving and decision-making ability
• Excellent interpersonal skills to interact with team members, stakeholders, and clients at all levels
• Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences
• Results-oriented mindset with focus on driving operational excellence and continuous improvement
• Proficiency in customer service software and tools, such as CRM, and in general computer applications
• Demonstrated integrity in leadership, team engagement, performance management, and relationship-building

Benefits:

• 21 days of annual leave credits

• Medical

• Remote Work Allowance (400 lei gross/month)

• Meal tickets (40 lei/working day)

If you are interested, you can access your instant interview here:

#supportninjajobs