About the role

As a Customer Support Team Lead, you’ll be responsible for the performance, engagement, and real-time execution of an in-house support team, while also keeping an eye on outsourced partner queues. This role ensures KPI delivery through active coaching, queue oversight, and daily team rituals — acting as the first layer of support and stability in live operations.

Main tasks and responsibilities:

• Lead and support a team of in-house agents, taking full ownership of their performance, development, and engagement. Conduct regular 1:1s, feedback sessions, and performance reviews. Embed QA feedback into coaching routines and lead calibration sessions with QA teams
• Monitor real-time performance across in-house and BPO queues to ensure queue health. Track live volumes and agent availability, adjusting resources in collaboration with WFM during shifts. Oversee shift operations, ensuring clear handovers and full shift continuity
• Drive team adherence to KPIs — speed, resolution, quality. Proactively identify and address performance gaps in individual or team output. Escalate operational risks or blockers promptly to the Senior TL or Ops Manager
• Ensure agent compliance with internal policies, quality standards, and SOPs. Maintain a consistently high customer experience through structured daily coaching and operational discipline

About you:

• You are fluent in written and spoken English
• You have experience thriving in a fast-paced environment
• You are a passionate, people-oriented person who is an excellent communicator
• You are great at making data-driven and metric-driven decisions
• You have significant focus on project and stakeholder management
• You have excellent coaching skills to get people to deliver great results

Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying!