Remote Customer Service Team Lead — Coaching & Outcomes

capitalontap; Stati Uniti; Remoto; USD 80.000 - 100.000; Tempo pieno

Vantaggi offerti da questo lavoro

Private healthcare

Worldwide travel insurance

Pension scheme with up to 7% matching

28 days of annual leave plus public/bh

Enhanced parental leave

Annual learning and wellbeing budget

Six therapy sessions per year

Salary sacrifice schemes

Season ticket loan

Anniversary rewards

Office refreshments

Descrizione del lavoro

Capital on Tap is seeking a Senior Customer Service Team Lead to manage a remote team of about 10 agents supporting small business customers. You will drive performance, coaching, engagement, and service quality while removing obstacles.

You will work with stakeholders to implement improvements, use basic data to inform decisions, and handle escalations, including after-hours shifts. The role offers comprehensive benefits and a flexible setup.

Competenze

• Contact centre experience and the ability to lead a dynamic team on an out-of-hours schedule.
• Proven track record of coaching and developing others.
• Natural leadership with confidence giving and receiving feedback.
• Strong attention to detail and interest in process improvements.
• Comfort using basic data to inform decisions and assess performance.
• Evidence of delivering strong results; experience with shifts or unsociable hours is helpful.

Mansioni

• Lead and support a team of agents, setting clear expectations for customer outcomes and day-to-day performance.
• Develop team members through regular one-on-ones, coaching, huddles, and team meetings.
• Act as an escalation point, including during out-of-hours shifts, helping agents resolve challenging situations.
• Identify and address barriers that prevent the team from delivering effective service.
• Work with internal stakeholders and support the Customer Service Manager on departmental improvements.
• Use team results and basic data to spot opportunities to improve processes and service delivery.

Conoscenze

Contact centre experience

Coaching

Leadership

Process improvement

Data-driven decisions

Results delivery

Descrizione del lavoro

Capital on Tap is seeking a Senior Customer Service Team Lead to manage a remote team of about 10 agents supporting small business customers. You will drive performance, coaching, engagement, and service quality while removing obstacles.

You will work with stakeholders to implement improvements, use basic data to inform decisions, and handle escalations, including after-hours shifts. The role offers comprehensive benefits and a flexible setup.