Customer Support Team Lead — 24/7 Ops & Coaching

VXI Global Solutions; Georgia; On-site; USD 60,000 - 85,000; Full time

Job summary

VXI Global Solutions is seeking a Team Lead for its Customer Support - Chat & Email Tier 2 team in the United States. You will guide the day-to-day operations, coach staff, and ensure alignment with client service standards to drive efficiency and profitability.

You will manage KPI performance, support scheduling across 24x7 operations, and participate in hiring decisions as needed. The role requires collaboration with leadership to maintain service excellence and compliance.

Qualifications

• No active PIP within the last 6 months.
• Good attendance record, 85% or higher for the last 90 days.
• QA scores 85% or higher average for the last 90 days.
• LOB KPIs at or above goal for the last 90 days.
• For lateral transfers, 6 months in current role/LOB.
• For promotions, no minimum tenure required.
• 1 year of leadership within a call center preferred.

Responsibilities

• Meet or exceed KPI's.
• Coaching, counseling, and motivating employees; planning, monitoring, and appraising job results.
• Recognize and recommend operational improvements to increase agent performance.
• Ensure compliance with client service agreements and legal requirements.
• Monitor performance of staff according to established standards.
• May participate in hiring decisions and conduct performance appraisals.
• Other tasks and duties as assigned by the leadership team.

Skills

Coaching

Leadership

KPI tracking

Attention to detail

MS Office

Time management

Communication

Scheduling

Customer service

Tools

Contact center tools

Job description

VXI Global Solutions is seeking a Team Lead for its Customer Support - Chat & Email Tier 2 team in the United States. You will guide the day-to-day operations, coach staff, and ensure alignment with client service standards to drive efficiency and profitability.

You will manage KPI performance, support scheduling across 24x7 operations, and participate in hiring decisions as needed. The role requires collaboration with leadership to maintain service excellence and compliance.