Team Leader – Customer Support & Operations

About the role

This remote‑first position is an excellent opportunity for an experienced customer support leader to oversee daily operations in a fast‑paced, international environment. You will manage a frontline support team, ensure high‑quality service delivery, and drive operational efficiency while acting as the primary decision‑maker during your shift.

Key responsibilities

• Lead day‑to‑day operations of the support team during assigned shifts, maintaining smooth workflow and consistent service.
• Monitor performance metrics such as response times, customer satisfaction, and quality scores, taking proactive actions to close gaps.
• Serve as the main escalation point for complex inquiries and operational challenges, resolving issues efficiently.
• Coach, mentor, and develop team members to improve product knowledge, problem‑solving abilities, and independence.
• Ensure adherence to SOPs, quality standards, and internal workflows while identifying process‑optimization opportunities.
• Analyze trends, prepare performance reports, and provide actionable recommendations for continuous improvement.
• Collaborate with cross‑functional stakeholders to enhance the customer experience and support business growth.

Required profile

• 4+ years of experience in customer support or operations, including at least 2 years in a leadership or supervisory role.
• Proven ability to lead remote support teams with high engagement and performance.
• Strong analytical abilities and experience using support metrics to drive improvements.
• Excellent written and verbal communication skills in English.
• Highly organized with a proactive, decision‑making mindset.

Required skills