Team Lead

Helpware Inc.; Lima Metropolitana; On-site; PEN 48,000 - 60,000; Full time

Job summary

Helpware Inc. Peru is seeking a Team Lead in Customer Service to guide a growing team handling email and live chat. You will coach staff, monitor KPIs, and ensure high-quality experiences for players while resolving issues quickly and professionally.

As the first escalation point, you will support coaching, define action plans, and collaborate with internal teams to improve workflows and customer satisfaction. This is an on-site role in Lima with weekend coverage as required.

Qualifications

• Advanced English, written and verbal communication
• 2–3 years of Customer Service experience
• 1 year in a Team Lead, Supervisor, or similar leadership role
• Experience supporting customers via email and/or live chat is highly preferred
• Strong understanding of CSAT, QA/Quality, productivity, response time and attendance
• Proactive, coaching mindset with accountability and ownership

Responsibilities

• Lead, support, and motivate a team of Customer Service Representatives
• Monitor performance against quality and productivity goals
• Provide real-time guidance for complex interactions and escalations
• Coach for communication, problem-solving, de-escalation and customer experience
• Handle escalated billing inquiries, payment issues, disputes and account concerns
• Identify recurring issues and communicate trends to Operations
• Conduct regular coaching sessions and performance follow-ups
• Assist with onboarding, nesting, and training as required
• Collaborate with Operations, Quality, Training to resolve issues and improve processes

Skills

Advanced English

Customer Service

Leadership

Team supervision

Email & Live chat

KPIs (CSAT, QA)

Coaching & feedback

Performance management

Data analysis

Ownership & accountability

Multitasking

Strong written communication

Job description

Team Lead | Customer Service | Peru | On-site

Here's the deal!

This is more than a Team Lead role- it's an opportunity to lead a customer service team responsible for creating great experiences for players while resolving issues quickly, accurately, and professionally.

As a Team Lead, you'll be responsible for guiding and supporting a team of Customer Service Representatives handling customer interactions through email and live chat. You'll help your team navigate billing questions, account inquiries, disputes, and general questions related to sweepscoins while ensuring they consistently meet quality, productivity, and customer experience expectations.

You'll be the first point of escalation for your team, helping representatives solve complex cases, providing coaching and feedback, identifying process gaps, and working closely with internal teams to ensure customers receive the right resolution.

Your day-to-day!

• Lead, support, and motivate a team of Customer Service Representatives
• Monitor team performance against quality, productivity, attendance, and customer experience goals
• Provide real-time support and guidance for complex customer interactions and escalations
• Review customer interactions to identify coaching opportunities and ensure compliance with processes and policies
• Coach team members on communication, problem-solving, de-escalation, and customer experience
• Handle escalated billing inquiries, payment issues, disputes, and account-related concerns
• Ensure accurate documentation and adherence to established processes
• Identify recurring customer issues and communicate trends to Operations and internal teams
• Conduct regular one-on-ones, coaching sessions, and performance follow-ups
• Provide clear feedback and create action plans when performance improvement is needed
• Support new-hire onboarding, nesting, and ongoing training as required
• Work closely with Operations, Quality, Training, and other internal teams to resolve issues and improve processes
• Help identify opportunities to improve workflows, knowledge resources, and customer experience
• Maintain team engagement and accountability in a fast-paced environment
• Ensure appropriate coverage and adherence to assigned schedules, including weekends when required
• Lead by example by consistently demonstrating professionalism, empathy, ownership, and excellent written communication

What you need

• Advanced English, with excellent written and verbal communication skills
• At least 2-3 years of Customer Service experience
• At least 1 year of experience in a Team Lead, Supervisor, or similar leadership role
• Experience supporting customers through email and/or live chat is highly preferred
• Strong understanding of customer service KPIs such as CSAT, QA/Quality, productivity, response time, and attendance
• Excellent problem-solving and critical-thinking skills
• Strong coaching and people-management abilities
• Ability to provide constructive feedback and manage performance professionally
• Strong organizational skills and attention to detail
• Ability to remain calm and effective when handling escalations and difficult situations
• Comfortable multitasking across multiple systems and applications
• Ability to analyze performance data and identify trends or opportunities for improvement
• Proactive mindset with strong ownership and accountability
• Reliable internet connection and a distraction-free workspace
• Availability to work assigned schedules, including weekends if required