Customer Support Team Lead (USA/Canada)

About the Role:

As a Customer Support Team Leader, your primary role is to be an exceptional coach for your team. Your responsibility is to provide agents with constructive feedback, identify the root causes of performance issues, and train them to address and correct those problems. You maintain high standards for your team and aren’t afraid to say, “This needs improvement, and here’s why.” You ensure that the customer experience remains the focal point of every discussion, set SMART goals for performance improvement, and deliver feedback that aligns with our standards. You’re also hands-on, willing to dive into customer issues directly, and you become a product expert so that you can coach your agents effectively.

Day-to-Day Responsibilities:

• Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
• Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations
• Occasionally handling angry customer escalations
• Ensure schedule adherence by agents and desired productivity levels
• Maintaining coaching logs and providing regular written feedback to agents
• Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9
• Listen to team members’ feedback and resolve any challenges or conflicts
• Initiate consequence management steps in the case of low-performing team members
• Delegate tasks to high potential team members to build a culture of learning and development in the team
• Suggest and lead team building activities for team motivation

Profile Must Haves:

• +2 years of coaching experience – You’ve been directly responsible for mentoring and guiding others to improve their performance through structured feedback and training.
• +2 years of team leader experience – You’ve successfully led a team, driving results, managing day-to-day operations, and creating a positive and productive team culture.
• +2 years of customer service experience – You’ve worked in a customer-facing role, ensuring high-quality service delivery and maintaining customer satisfaction.
• Strong communication skills – You’re able to articulate clear and actionable feedback to your team, as well as communicate effectively with different stakeholders.
• Problem-solving mindset – You excel at identifying performance gaps and finding creative, effective solutions to improve both team and individual results.
• Ability to manage under pressure – You can handle high-pressure situations and lead your team through challenges without compromising on quality or customer experience.
• Proven track record in setting and achieving SMART goals – You’re comfortable setting specific, measurable, achievable, relevant, and time-bound goals for your team and ensuring follow-through.

System Requirements

• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be able to overlap with EST/PST time zones, and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week.