Team Lead

Neowork; Mexico; Remote; MXN 300,000 - 540,000; Full time

Benefits offered by this job

Health insurance

Holiday pay

Annual review

Career growth

Mental health days

Performance incentives

Remote work

Job summary

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.

Responsibilities

• 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.

Skills

Team Leadership

Coaching

English proficiency

Communication

Conflict resolution

US hours availability

Remote work readiness

Tools

CRM software

Helpdesk tools

Reporting tools

Job description

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

NeoWork is a global staffing and operations partner that builds dedicated remote teams for fast-growing U.S. companies. Our teammates work directly inside our clients' teams and tools, while NeoWork takes care of recruiting, HR, benefits, and ongoing support.

Key Responsibilities

• 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

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

Nice to Have

• Experience in a BPO or contact center environment
• Experience with QA scorecards and workforce management
• Fluency in Spanish

Benefits

• We offer health insurance for contractors
• Holiday Extra Pay
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
• This is a 100% home-based position
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• In addition to the base salary, performance-based incentives are provided.
• There is an annual review and appraisal process in place.
• There are ample opportunities for professional growth and advancement within the company.