Customer Support Team Leader
Virtual Vocations Inc
Seeking a decisive and autonomous Customer Support Team Leader for a remote, full-time position focused on managing the frontline CS/OPS team during U.S. business hours, driving performance, and resolving complex escalations independently. Key responsibilities Own the team's output during U.S. hours, managing coverage, attendance, and workflow distribution Analyze performance metrics and proactively intervene to support agents who are falling behind Handle complex escalations and provide guidance to agents, promoting self-sufficiency and accountability Required qualifications 4+ years of experience in Customer Support, with at least 2 years in a leadership or mentor role Demonstrated extreme ownership and initiative in problem-solving Strong resourcefulness in finding answers and solutions independently Excellent written and verbal communication skills in English Experience with SaaS, Telehealth, or complex CRM tools is a major plus
Vacancy posted 4 days ago
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