Remote Team Lead: Coach Frontline Agents & KPIs

NeoWork; United States; Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance for contractors

Job summary

NeoWork is hiring Team Leads to coach and lead frontline teams supporting U.S. clients. This role is remote, 100% home-based, with performance-based incentives and annual reviews.

You will drive performance, quality, and engagement while stepping in to handle complex cases yourself. Ideal candidates have 2+ years in leadership, strong coaching skills, and excellent English, with proficiency in CRM, helpdesk, and reporting tools.

Qualifications

• 2+ years as Team Lead or Supervisor.
• Proven ability to improve team performance through coaching.
• Excellent spoken and written English.

Responsibilities

• Lead, coach, and motivate a team of frontline agents or specialists.
• Monitor KPIs such as quality, productivity, and response times; act on gaps.
• Run regular one-on-ones, feedback sessions, and performance plans.
• Handle escalations and complex cases directly.
• Communicate team performance and issues to managers and client stakeholders.
• Support onboarding and training for new team members.

Skills

Team Leadership

Coaching

Communication

CRM tools

English proficiency

Job description

NeoWork is hiring Team Leads to coach and lead frontline teams supporting U.S. clients. This role is remote, 100% home-based, with performance-based incentives and annual reviews.

You will drive performance, quality, and engagement while stepping in to handle complex cases yourself. Ideal candidates have 2+ years in leadership, strong coaching skills, and excellent English, with proficiency in CRM, helpdesk, and reporting tools.