- অভিজ্ঞতা
- ৪+ বছর
- বেতন
- —
- শূন্যপদ
- 1
- পোস্ট করা হয়েছে
- ২ ঘন্টা আগে
- কাজের ধরণ
- বাড়ি থেকে কাজ করুন
- জীবনবৃত্তান্ত
- আবেদন করা আবশ্যক
কাজের বিবরণ
About the Role
We are seeking a seasoned Team Leader for Customer Support based in Brazil to oversee and enhance a high-performing remote support team. This position demands leadership in daily support operations, ensuring outstanding customer service quality and operational efficiency.
Key Responsibilities
- Oversee daily support activities, ensuring team productivity, workflow management, and adherence to service standards.
- Serve as the main contact for support agents during working hours to resolve issues and maintain seamless operations.
- Monitor vital performance indicators such as response times, customer satisfaction, and quality metrics to spot areas for improvement.
- Manage complex customer escalations and guide agents on effective problem-solving and communication techniques.
- Coach and mentor team members to build confidence, autonomy, and sound decision-making skills.
- Ensure compliance with established support workflows and documentation, suggesting enhancements when necessary.
- Analyze operational data to provide actionable insights and trends to leadership.
- Support onboarding, knowledge sharing, and continual process improvements within the support team.
Required Qualifications
- A minimum of four years experience in Customer Support, Customer Experience, or Operations roles, including at least two years in a leadership or supervisory capacity.
- Proven ability to lead remote teams and maintain high performance across distributed environments.
- Strong oral and written English communication skills.
- Competence in analyzing support metrics and leveraging data to enhance team performance.
- Self-reliant decision making and problem resolution capabilities.
- Excellent organizational aptitude and attention to detail.
- Familiarity with CRM systems, SaaS platforms, ticketing tools, or customer support technologies is advantageous.
- Experience in telehealth, e-commerce, or technology sectors is a plus.
- Stable home office environment with reliable internet and availability during U.S. business hours.
Benefits and Work Environment
- Fully remote work with schedule flexibility and autonomy.
- Collaboration within an international and distributed team.
- Direct influence on customer satisfaction and operational success.
- Prospects for professional growth and advancement into leadership positions.
- Culture emphasizing ownership, innovation, and continuous enhancement.
- Competitive salary and compensation.
- Work hours aligned with U.S. business times for coordination and support.
Additional Information
Applications are handled by a partner company that manages the recruitment process. An AI-powered matching system ensures impartial candidate evaluation based on role suitability. Final hiring decisions and subsequent steps are conducted exclusively by the hiring company. Personal data will be processed lawfully under data protection regulations including GDPR, with applicants having rights to access, rectify, or object.