Customer Support Team Lead - Remote

Overview

The Customer Support Team Lead will play a pivotal role in guiding new team members, ensuring effective onboarding, and enhancing team performance while directly impacting the product and customer experience.

In Short

• Support new team members during onboarding and evaluate their performance.
• Conduct mid-term meetings and manage probation periods.
• Hold monthly 1:1 sessions with agents to provide feedback.
• Identify potential for team members and expand responsibilities.
• Report weekly on personal and team performance metrics.
• Monitor team shift performance and identify issues.
• Create monthly work schedules and manage absences.
• Collaborate with Customer Success Lead on complex cases.
• Work closely with Quality Control specialists for feedback.
• Opportunity to influence product and support processes.

Requirements

• 2-3 years of experience in Customer Support/Customer Success.
• 6 months in a leadership role (Team Lead/Supervisor).
• Strong feedback delivery and team development skills.
• Experience collaborating with cross-functional teams.
• Ability to handle complex customer issues and escalations.
• English proficiency at B2-C1 level.

Benefits

• Work with a team of 36 agents divided into 2 teams.
• Opportunity for rapid learning and growth.
• Ability to make a positive impact on children's education.
• Flexible schedule adaptable to personal lifestyle.
• Access to internal resources and training opportunities.