Customer Service Team Lead

Lead the Way to Excellence: Join Our Customer Service Team Today!

As a Customer Service Team Lead, you will play a critical role in shaping the experience of our clients and your team members. You’ll be responsible for setting performance standards, creating a positive work environment, and aligning the team with our business goals. If you’re passionate about leadership, customer satisfaction, and contributing to organizational success, we’d love to hear from you.

About Us

We are one of the world’s leading customer support agencies with a commitment to innovation and excellence. We offer a dynamic, forward-thinking work environment and collaborate with international clients. If you’re looking to advance your career and be part of a friendly, engaging team, you’ve come to the right place.

Responsibilities:

• Lead and manage a team of Customer Service Representatives (CSRs)
• Set and maintain high-performance standards
• Provide regular feedback and coaching to team members
• Foster a friendly, non-toxic work environment and implement positive changes
• Align the team with overall business goals and objectives
• Conduct onboarding for new agents, ensuring compliance with company policies, data security standards, and client-specific requirements
• Engage in recruitment activities, including interviews
• Develop and conduct quality and performance assessments
• Hold regular one-on-one meetings to provide personalized guidance and support
• Collaborate with the HR department on employee retention matters
• Ensure CSR salary information is kept confidential and not disclosed to clients
• Maintain the Customer Relationship Management (CRM) system

Skills & Requirements:

• Leadership Skills: Proven ability to guide, motivate, and manage a team
• Excellent Communication Skills: Ability to communicate effectively across various departments and with clients
• Strong Organizational Skills: Capability to juggle multiple tasks while prioritizing effectively
• Data Analysis and Reporting: Proficiency in gathering and interpreting key performance indicators
• Knowledge of Compliance and Data Security: Familiarity with ISO 27001/9001 and other data security standards

What We Offer

• Competitive compensation, paid in US dollars
• Opportunities to work on projects with international clients
• The community of like-minded people
• A dynamic and cooperative work environment
• The opportunity to grow professionally

To apply for this opportunity, please submit your resume and a cover letter detailing your relevant experience and explaining why you are the best fit for this role