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LeadFull-time
Salary Range
$108,375 - $146,625 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a decisive and autonomous Customer Support Team Leader to join our telehealth company focused on weight management and long-term metabolic health. This role requires taking ownership of our frontline CS/OPS team and ensuring smooth operations during US business hours.
Key Responsibilities
- →Own the Shift: Manage the team’s output during US hours, handling coverage, attendance, and workflow distribution independently.
- →Drive Performance: Analyze metrics like response time, CSAT, and QA, and proactively intervene when agents are falling behind.
- →Handle Complex Escalations: Be the first line of defense for agent questions and complex customer issues.
- →Coach for Self-Sufficiency: Mentor agents on quality and tone, teaching them to use resources independently.
- →Enforce Standards: Hold the team accountable for SOPs and workflows, suggesting fixes for non-working processes.
- →Reporting with Insight: Provide data, insights, and proposed solutions when reporting to leadership.
Requirements
- ✓4+ years experience in Customer Support, with at least 2 years in a leadership/mentor role.
- ✓Extreme Ownership: Track record of taking initiative and finding solutions within guidelines.
- ✓Resourcefulness: Ability to find answers in knowledge bases, history, and SOPs before asking for help.
- ✓Decisiveness: Comfortable making judgment calls in a fast-paced environment.
- ✓Strong Command of English: Excellent written and verbal communication skills.
- ✓Reliability: Stable internet connection, quiet environment, and impeccable attendance.
- ✓Tech-Savvy: Experience with SaaS, Telehealth, or complex CRM tools.
