Team Leader – Customer Support & Operations

About the role

This role leads a frontline customer support team in a fast‑paced, remote‑first environment. The Team Leader ensures exceptional service delivery, drives operational efficiency and supports continuous improvement across an international customer base.

Key responsibilities

• Lead day‑to‑day operations of the support team during assigned shifts, managing workflow and maintaining service standards.
• Monitor performance metrics such as response time, customer satisfaction and quality scores, taking proactive actions to close gaps.
• Act as the primary escalation point for complex inquiries and operational challenges, resolving issues independently.
• Coach, mentor and develop team members to improve product knowledge, problem‑solving abilities and operational autonomy.
• Ensure compliance with SOPs, quality standards and internal workflows while identifying process‑optimization opportunities.
• Analyse trends, prepare performance reports and deliver actionable recommendations for continuous improvement.
• Collaborate with cross‑functional stakeholders to enhance the customer experience and support business growth.

Required profile

• 4+ years of experience in customer support, operations or a related field.
• Minimum 2 years in a leadership, supervisory or mentoring role, preferably managing remote teams.
• Strong analytical mindset with proven ability to use support metrics to drive performance.
• Excellent written and verbal communication in English.
• Highly organized with a proactive, decision‑making attitude.

Required skills