Remote Team Lead: Frontline Coaching & Growth

Neowork; Mexique; À distance; MXN 300 000 - 540 000; Plein temps

Avantages offerts par ce poste

Health insurance

Holiday pay

Annual review

Career growth

Mental health days

Performance incentives

Remote work

Résumé du poste

NeoWork is hiring Team Leads to coach and lead frontline teams serving U.S. clients. As a player-coach, you will drive performance, quality, and engagement while stepping in to handle complex cases yourself.

This 100% home-based role supports a global client base, with working hours aligned to U.S. business times. You will partner with clients, HR, and operations to optimize results, deliver coaching plans, and maintain a high standard of service quality.

Qualifications

• 2+ years of experience as a Team Lead or Supervisor.
• Proven ability to improve team performance through coaching.
• Excellent spoken and written English.
• Strong communication and conflict-resolution skills.
• Comfortable with CRM, helpdesk, and reporting tools.
• Availability to work U.S. business hours.
• Based in Mexico, with a reliable home office setup and stable internet connection.

Responsabilités

• Lead, coach, and motivate a team of frontline agents or specialists.
• Monitor KPIs such as quality, productivity, and response times, and act on gaps.
• Run regular one-on-ones, feedback sessions, and performance plans.
• Handle escalations and complex cases directly.
• Communicate team performance and issues to managers and client stakeholders.
• Support onboarding and training for new team members.

Connaissances

Team Leadership

Coaching

English proficiency

Communication

Conflict resolution

US hours availability

Remote work readiness

Outils

CRM software

Helpdesk tools

Reporting tools

Description du poste

NeoWork is hiring Team Leads to coach and lead frontline teams serving U.S. clients. As a player-coach, you will drive performance, quality, and engagement while stepping in to handle complex cases yourself.

This 100% home-based role supports a global client base, with working hours aligned to U.S. business times. You will partner with clients, HR, and operations to optimize results, deliver coaching plans, and maintain a high standard of service quality.