Team Leader – Customer Support and Operations

About the Role

We are seeking an experienced Team Leader for Customer Support and Operations based in Ireland, to lead a remote-first customer support team within a fast-paced environment. This critical role involves overseeing daily team operations to maintain exceptional service, improving operational processes, and fostering a culture centered on accountability, continuous improvement, and excellent customer experience.

Key Responsibilities

• Manage day-to-day activities of the customer support team during designated shifts, ensuring efficient workflows and consistent quality service delivery.
• Track and analyze team metrics such as response time, customer satisfaction, and quality scores, proactively addressing any performance issues.
• Act as the main escalation point for intricate customer issues and operational challenges, resolving these swiftly to reduce need for higher-level intervention.
• Provide coaching and mentoring to enhance team members' service skills, product knowledge, problem-solving capabilities, and independence.
• Maintain compliance with SOPs, quality standards, and internal procedures, while continuously seeking ways to optimize processes.
• Compile operational reports and make recommendations to drive ongoing improvements.
• Work in partnership with leadership and other departments to enhance the overall customer experience and operational efficiency.
• Promote an environment of ownership, collaboration, and continuous learning within the support function.

Candidate Requirements

• Minimum of 4 years’ customer support or operations experience, including at least 2 years in a leadership or supervisory capacity.
• Proven track record leading remote customer support teams, maintaining engagement and driving results.
• Strong decision-making skills and confidence in independently resolving operational issues.
• Experience analyzing customer service metrics to drive performance enhancements.
• Excellent English communication skills, both written and verbal.
• Passion for coaching and developing self-reliant, high-performing teams.
• Highly organized, proactive, and effective at managing time and solving problems.
• Ability to thrive in a dynamic, fast-moving work setting with evolving priorities.
• Reliable home working environment with stable internet and availability during U.S. business hours.
• Background in SaaS platforms, telehealth, CRM systems, or technology-driven support environments is a plus.

Benefits and Work Environment

• Flexible fully remote setup, including eligibility to work from Germany.
• Opportunity to lead a globally distributed customer care team.
• High level of autonomy and ownership in operational decisions.
• Direct influence on customer experience and team performance outcomes.
• Collaborative, fast-paced, remote-first culture that values initiative and accountability.
• Clear career growth pathways toward broader leadership roles in operations.

Additional Information

This role is filled through a partner company responsible for application processing and progression. The hiring process benefits from AI-assisted candidate matching to ensure fair evaluation against core competencies. Final recruitment decisions and next steps are managed internally by the employer. Applicants acknowledge data processing consistent with data protection regulations including GDPR, with rights to data access and correction. Artificial intelligence tools may assist in reviewing applications but do not replace human judgment.