Team Leader – Customer Success Center

About the role

The Team Leader will oversee a group of Customer Success Center Engineers, ensuring high‑quality service delivery and continuous improvement of support operations. This role combines people management, process optimisation, and direct customer issue resolution.

Key responsibilities

• Monitor call quality, provide coaching, and give performance feedback.
• Track attendance, performance metrics, and manage individual accountability.
• Assign work, manage queues, and maintain service‑level targets.
• Participate in performance management, including ratings, terminations, and hiring decisions.
• Identify and implement process improvements and resolve escalated issues.
• Analyse service‑desk trends to recommend enhancements.
• Lead special projects, client meetings, tours, and team meetings.
• Provide 24/7 on‑call support as needed and travel with personal transportation.

Required profile

• 3‑5 years of experience in a Call Center or Service Desk environment.
• Minimum 2 years of people‑management experience in the same setting.
• Strong analytical, oral and written communication, and problem‑solving abilities.
• Detail‑oriented, able to handle multiple concurrent tasks with minimal supervision.
• Comfortable working independently and influencing change.

Required skills