Team Leader – Customer Support (US Shift | Remote)

Are you a results-driven customer support leader ready to motivate teams and drive operational excellence for an industry leader? As our next Team Leader, you will play a vital role in supervising representatives, coaching talent, maintaining service level agreements (SLAs), and ensuring exceptional customer experiences for the client.
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Work Setup: Remote

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Start Date: August 24, 2026

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Schedule: 9:00 AM – 6:00 PM EST, Monday – Friday

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Equipment: BYOD (Bring-Your-Own-Device)

Job Summary

The Team Leader is responsible for leading and managing a team of customer and technical support representatives to ensure the delivery of exceptional customer experiences. This role coaches, mentors, and guides team members while driving performance, productivity, and operational efficiency. The Team Leader also serves as a key point of contact for client communication, escalations, and cross-functional process improvements.

What does a day in the life of a Team Leader look like?

• Provide effective leadership, daily supervision, and operational guidance to a team of representatives.

• Set clear performance expectations and align team goals with organizational and client objectives.

• Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive team environment.

• Monitor team performance regularly to ensure full adherence to established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Analyze team operational metrics to identify areas for improvement and implement strategies to boost productivity.

• Address employee concerns, resolve team conflicts, and handle performance issues in a timely and effective manner.

• Serve as a key escalation point for complex customer inquiries or complaints and resolve operational challenges.

• Collaborate with cross-functional teams to streamline workflows and communicate regularly with clients as needed.

• Identify training needs, coordinate learning sessions, and ensure team members are equipped with necessary tools and resources.

• Provide accurate reports on team performance and contribute to organizational growth initiatives.

• Adhere to company policies and maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.

What are the qualifications of a Team Leader?

• Minimum of three (3) years of experience in a customer service or technical support role equivalent to the representatives supported.

• Minimum of one (1) year of experience in a leadership or supervisory role, preferably in a call center or BPO environment.

• Strong knowledge and understanding of customer service and technical support principles and practices.

• Proficiency in using customer service software and tools, such as CRM systems and standard computer applications.

• Excellent verbal and written English communication skills.

• Strong problem-solving, decision-making, and analytical skills.

• Outstanding interpersonal skills with a proven ability to lead, motivate, and inspire a team to achieve performance targets.

• Results-oriented mindset with a strong focus on driving operational excellence and continuous improvement.

Nice-to-Haves:

• Previous client-facing experience in an outsourced services or BPO environment.

• Hands-on experience leading technical support workflows and handling client escalations.

Ninja Perks and Benefits

• Competitive compensation package

• Retirement Savings Program with Company Matching to help support your long-term financial goals.

• Life insurance coverage.

• HMO coverage starting on Day 1.

• Free dependent coverage, with one (1) dependent covered upon regularization and a second (2) dependent added after one year of service.

• Paid time off plus birthday leave so you can rest, recharge, and celebrate your special day.

• Opportunities for skills training and personal and professional development to support your continued growth.

Disclaimer:
SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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Originally posted on Himalayas