Remote Team Leader – Customer Service

About the role

The Team Leader will guide a group of customer service representatives to deliver outstanding experiences. Working remotely, you will coach, mentor, and drive performance while ensuring operational efficiency.

Key responsibilities

• Provide effective leadership and supervision to a team of representatives.
• Set clear performance expectations aligned with organizational goals.
• Coach, mentor, and motivate team members to improve skills and productivity.
• Address employee concerns, conflicts, and performance issues promptly.
• Monitor team performance against SLAs and KPIs, analyzing metrics for improvement.
• Collaborate with cross‑functional teams to streamline processes and resolve operational challenges.
• Maintain high customer satisfaction by continuously improving service quality.
• Identify training needs and coordinate sessions to upskill the team.
• Serve as escalation point for customer inquiries or complaints.
• Prepare and deliver performance reports as required.

Required profile

• Minimum 3 years of experience in a customer‑facing representative role.
• At least 1 year of leadership or supervisory experience, preferably in a call‑center environment.
• Strong verbal and written communication skills.
• Proven problem‑solving and decision‑making abilities.
• Excellent interpersonal skills for interaction with team members and stakeholders.

Required skills

What we offer

• Company‑provided equipment for remote work.
• Competitive salary of $41,600 per year.
• Opportunities for professional development and continuous learning.
• Supportive, collaborative team environment.