<div><div>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. <ul> <li><div> <b>Work Setup:</b> Remote</div></li> <li><div> <b>Start Date:</b> August 24, 2026</div></li> <li><div> <b>Schedule:</b> 9:00 AM – 6:00 PM EST, Monday – Friday</div></li> <li><div> <b>Equipment:</b> BYOD (Bring-Your-Own-Device)</div></li> </ul> <h3><b>Job Summary</b></h3> <div>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.</div> <h3><b>What does a day in the life of a Team Leader look like?</b></h3> <ul> <li><div>Provide effective leadership, daily supervision, and operational guidance to a team of representatives.</div></li> <li><div>Set clear performance expectations and align team goals with organizational and client objectives.</div></li> <li><div>Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive team environment.</div></li> <li><div>Monitor team performance regularly to ensure full adherence to established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).</div></li> <li><div>Analyze team operational metrics to identify areas for improvement and implement strategies to boost productivity.</div></li> <li><div>Address employee concerns, resolve team conflicts, and handle performance issues in a timely and effective manner.</div></li> <li><div>Serve as a key escalation point for complex customer inquiries or complaints and resolve operational challenges.</div></li> <li><div>Collaborate with cross-functional teams to streamline workflows and communicate regularly with clients as needed.</div></li> <li><div>Identify training needs, coordinate learning sessions, and ensure team members are equipped with necessary tools and resources.</div></li> <li><div>Provide accurate reports on team performance and contribute to organizational growth initiatives.</div></li> <li><div>Adhere to company policies and maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.</div></li> </ul> <h3><b>What are the qualifications of a Team Leader?</b></h3> <ul> <li><div>Minimum of three (3) years of experience in a customer service or technical support role equivalent to the representatives supported.</div></li> <li><div>Minimum of one (1) year of experience in a leadership or supervisory r