Customer Service Team Leader

Battleface 56 Services Limited; Columbus (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Battleface 56 Services Limited seeks a experienced Customer Service Team Leader to guide daily operations and drive excellence across a global, omnichannel support function. You will coach, onboard, and develop the team while ensuring high-quality customer experiences and efficient workflows.

You will manage performance data, adapt to evolving product needs, and participate in escalation management. Strong communication and remote collaboration are essential.

Qualifications

• In two years or more in a team leader/supervisor role in customer service.
• Experience coaching and supporting customer-service colleagues.
• Experience working remotely with international teams.
• Ability to interpret and manage large performance data sets.
• Strong sense of urgency and adaptability in a fast-paced environment.
• Ability to adjust to evolving product and partner needs.
• Excellent written and verbal communication skills.
• Confident handling complex customer issues and escalations.
• Broad technical proficiency including MS Office.

Responsibilities

• Provide day-to-day leadership, support, and direction to Customer Service team members.
• Coach team members through regular feedback and development plans.
• Help onboard and train new team members with knowledge resources.
• Monitor service, quality, productivity, and workload omnichannel.
• Participate in quality-calibration sessions for fair evaluations.
• Support customer and system escalations; own complex cases when needed.
• Share frontline feedback on initiatives, processes, and tech affecting the team.
• Foster a supportive, accountable team environment with listening and empathy.
• Step into frontline customer-support activity when needed.

Skills

Team leadership

Coaching

Remote work

Data interpretation

Urgency/adaptability

Communication skills

Technical proficiency

Microsoft Office

Tools

Microsoft Office

Job description

about us:

battleface is building a humanity-focused travel insurance company that brings people and the world together.

For too long, travel insurance has focused on the company rather than the customer. We’re changing that by connecting travelers with customized insurance solutions that provide the right coverage at the right price, where and when they need it.

about you:

You’re an experienced contact center leader who embraces innovation, technology, and the opportunity to help others. You use data and customer feedback to guide decisions, improve performance, and support our core principles.

You’ll help move our global operations forward by delivering an exceptional customer experience and developing a capable, confident, and engaged team.

In this role, you will:

• Provide day-to-day leadership, support, and direction to Customer Service team members.
• Coach team members through regular feedback, one-to-one conversations, and practical development plans.
• Help onboard and train new team members including the creation and management of knowledge resources.
• Monitor service, quality, productivity, and workload in an omnichannel environment.
• Participate in quality-calibration sessions to promote fair and consistent evaluations.
• Support customer and system escalations, taking ownership of complex cases when needed.
• Share frontline feedback on business initiatives, processes, and technology that affect the Customer Service team or customer journey.
• Foster a supportive and accountable team environment built on active listening, patience, empathy, and kindness.
• Step into frontline customer-support activity when service levels or business needs require it.

essentials

• At least two years of experience in a team leader, supervisor, senior agent, or comparable customer-service leadership role.
• Experience coaching and supporting customer-service colleagues.
• Experience working remotely and with remote or international teams.
• Ability to interpret and manage a high volume of information and performance data.
• A strong sense of urgency and the ability to adapt to changing priorities in a fast-paced environment.
• The ability to quickly adjust to evolving product and partner needs.
• Excellent written and verbal communication skills.
• Confidence handling complex customer issues and escalations.
• Broadly technically proficient including experience with Microsoft Office.

even better

• Professional experience in the travel insurance industry.
• Travel insurance, property and casualty, or accident and health licensing.
• Experience working in a technology-focused startup or high-growth business.
• Experience supporting customers across multiple countries and time zones.
• Personal experience with international travel.

your focus on impact

Most importantly, you:

• Consistently aim to exceed relevant and evolving goals.
• Set intentional objectives that improve team performance and the customer experience.
• Build strong relationships that help us fulfill our mission of creating a humanity-focused travel insurance company.
• Balance accountability with empathy, helping team members grow while maintaining high standards.
• Look for practical ways to make the customer and team-member experience better.