Team Lead (Remote, Night Shift)

Overview

We’re hiring a Team Leader to oversee multiple client-facing teams. In this role, you will lead and mentor team members across different functions responsible for guiding prospective clients, driving engagement, resolving concerns, and delivering an excellent customer experience.

In Short

• Lead, manage, and support the Intake Team, Client Engagement Team, and Customer Support Team to achieve performance goals.
• Oversee daily operations across teams, ensuring staffing coverage, queue management, productivity, and service levels are met.
• Monitor and analyze KPIs such as call handling, response times, conversion rates, quality scores, CSAT, attendance, and productivity.
• Coach team members through regular feedback, QA reviews, performance discussions, and development planning.
• Handle escalations, complex customer issues, and cross-functional operational concerns.
• Ensure accurate case documentation and proper use of CRM, phone, and internal support systems.
• Coordinate with Workforce Management, QA, Training, HR, and other stakeholders to optimize operations.
• Identify workflow gaps, recurring issues, and resource constraints, then implement sustainable improvements.
• Lead process rollouts, policy updates, and change management initiatives across teams.
• Prepare reports, action plans, and performance updates for leadership.
• Foster a positive, accountable, and high-performing culture across all assigned teams.

Requirements

• Proven experience in team leadership and management.
• Strong understanding of customer service principles and practices.
• Experience with KPI monitoring and performance management.
• Excellent communication and interpersonal skills.
• Ability to handle escalations and complex issues effectively.
• Familiarity with CRM systems and customer support tools.
• Strong analytical skills to assess performance metrics.
• Proven ability to drive process improvements.
• Experience in training and mentoring team members.
• Ability to work in a fast-paced and dynamic environment.

Benefits

• Competitive salary and performance bonuses.
• Flexible work schedule with remote options.
• Opportunities for professional development and growth.
• Supportive team environment.
• Health and wellness benefits.
• Paid time off and holidays.