Exceptional customer service and business process outsourcing for high-growth companies

Team Leader – Customer Support, Phone & Email

Customer SupportCustomer SupportFull TimeRemoteTeam 1,001-5,000Since 2015H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

16 days ago

Salary

Not specified

English

Job Description

• Oversee a growing customer support team. • Manage primarily phone support, with email support as needed. • Develop scheduling strategies and staffing plans. • Ensure agents assist customers with placing orders and addressing inquiries. • Monitor communication quality and handle escalations professionally. • Create and refine workflows and process documentation. • Track team performance metrics and provide insights for improvement.

Job Requirements

Proven experience leading a customer service or call center team, ideally in a phone-heavy environment.
Strong understanding of customer support operations, including queue management, scheduling, and forecasting.
Excellent English communication skills—both written and verbal.
Exceptional empathy, patience, and ability to support customers with kindness and clarity.
Experience using Aircall, Shopify, and HelpScout is highly preferred.
Ability to build structure and processes in a fast-evolving, low-data environment.
High attention to detail, strong problem-solving skills, and ability to stay calm under pressure.