Remote Team Leader – Customer Support & Growth

Ninja Partners LLC; Austin (TX); Teletrabalho; USD 35 000 - 48 000; Tempo integral

Resumo da oferta

Ninja Partners LLC is seeking a Team Leader to supervise a team of customer representatives in a remote/work-from-anywhere setup. In this role you will set performance expectations, coach team members, and ensure service levels align with client requirements.

You will monitor KPIs, analyze metrics, collaborate with cross-functional teams, resolve escalations, and drive continuous improvement while maintaining a positive, customer-focused culture.

Qualificações

• 3+ years of experience in a role supporting representatives
• Minimum of 1 year experience in a leadership or supervisory role, preferably in a call center
• Previous client-facing experience preferred
• Strong communication skills, both verbal and written
• Strong knowledge of customer service and technical support principles and practices
• Strong problem-solving and decision-making skills
• Excellent interpersonal skills to interact with team members and stakeholders at all levels
• Proven ability to lead, motivate, and inspire a team to achieve performance targets
• Results-oriented mindset with a focus on driving operational excellence
• Proficiency in using customer service software and tools such as CRM
• Proficient in using computers and various software applications

Responsabilidades

• Provide effective leadership and supervision to a team of representatives
• Set clear performance expectations and goals aligned with organizational objectives
• Coach, mentor, and motivate team members to enhance skills and performance
• Address employee concerns, conflicts, and performance issues promptly
• Monitor team performance and adherence to SLAs and KPIs
• Analyze team metrics and identify areas for improvement
• Collaborate with cross-functional teams to streamline processes
• Continuously monitor and improve customer service quality
• Stay updated with industry best practices to drive improvements
• Identify training needs and coordinate training sessions
• Ensure team members have necessary tools and resources
• Collaborate with other team leads to share best practices
• Serve as point of contact for escalations and inquiries
• Contribute to team meetings and organizational initiatives
• Provide reports on team performance
• Regularly communicate with clients
• Meet or exceed performance targets
• Maintain knowledge of products and processes
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues

Conhecimentos

Leadership

Communication

Customer Service

CRM software

Coaching

Problem solving

Ferramentas

CRM software

Descrição da oferta de emprego

Ninja Partners LLC is seeking a Team Leader to supervise a team of customer representatives in a remote/work-from-anywhere setup. In this role you will set performance expectations, coach team members, and ensure service levels align with client requirements.

You will monitor KPIs, analyze metrics, collaborate with cross-functional teams, resolve escalations, and drive continuous improvement while maintaining a positive, customer-focused culture.