Customer Support Team Lead – Coaching & KPI Focus

VXI Global Solutions; Ohio; On-site; USD 52,000 - 64,000; Full time

Job summary

VXI Global Solutions in Ohio is seeking a Team Lead for the Customer Support - Chat & Email Tier 2 team. You will drive day-to-day operations, coach agents, and ensure SLA and KPI targets are met.

This role requires strong communication, proactive thinking, and the ability to manage schedules in a 24x7 environment across time zones. Join a culture of performance and customer focus, with opportunities for growth and advancement.

Qualifications

• Minimum 2 years in a fast-paced leadership role.
• 1 year of leadership in a call center preferred.
• No active PIP within the last 6 months.
• QA scores of 85% or higher for the last 90 days.
• Attendance 85% or higher for the last 90 days.
• Experience planning, multi-tasking, and managing time effectively.

Responsibilities

• Lead the day-to-day operations of the Chat & Email Tier 2 team.
• Coach, monitor, and motivate staff; enforce productivity standards.
• Ensure KPI targets and service level agreements are met.
• Assist in hiring decisions and conduct performance appraisals.
• Identify operational improvements to increase agent performance.
• Maintain compliance with client service agreements and legal requirements.

Skills

Coaching

Detail-oriented

Communication

KPI management

Problem-solving

Time management

Team leadership

Scheduling

Tools

Contact center software

MS Office

MS Excel

MS Word

Job description

VXI Global Solutions in Ohio is seeking a Team Lead for the Customer Support - Chat & Email Tier 2 team. You will drive day-to-day operations, coach agents, and ensure SLA and KPI targets are met.

This role requires strong communication, proactive thinking, and the ability to manage schedules in a 24x7 environment across time zones. Join a culture of performance and customer focus, with opportunities for growth and advancement.