Remote Team Leader – Fintech Call Center

SupportNinja; Texas; Remote; USD 60,000 - 90,000; Full time

Job summary

SupportNinja is seeking a Team Leader to supervise a remote-enabled team of customer representatives. You will coach, monitor performance, align goals with business objectives, and drive process improvements for exceptional customer experiences.

You will lead in a fintech-focused environment, manage escalations, and collaborate with cross-functional teams to optimize workflows while maintaining SLAs and KPIs.

Qualifications

• Minimum 3 years of experience in a role equivalent to the representative position.
• Minimum 1 year of leadership, supervisory, or team lead experience within a call center or customer support environment preferred.
• Previous client-facing experience preferred.
• Strong verbal and written communication skills.
• Strong knowledge of customer service and technical support principles and practices.
• Excellent interpersonal skills to interact with team members, stakeholders, and clients at all levels.
• Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences.
• Results-oriented mindset with focus on driving operational excellence and continuous improvement.
• Proficiency in customer service software and tools, such as CRM, and in general computer applications.
• Must have prior experience working in the fintech industry.

Responsibilities

• Provide effective leadership and supervision to a team of representatives.
• Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives.
• Coach, mentor, and motivate team members to enhance their skills, performance, and professional development.
• Address employee concerns, conflicts, and performance issues in a timely and effective manner.
• Monitor team performance and ensure adherence to SLAs and KPIs.
• Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency.
• Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows.
• Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction.
• Stay updated with industry best practices and trends to drive process improvements and innovation within the team.
• Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members.
• Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles.
• Collaborate with other team leads and managers to share best practices and implement consistent processes.
• Serve as a point of contact for escalations and handle customer inquiries or complaints as needed.
• Contribute to team meetings and participate in organizational initiatives to drive positive change and growth.
• Provide reports on team performance as required.
• Regularly communicate with clients as needed.
• Adhere to company policies and procedures.
• Meet or exceed performance targets for related KPIs.
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.

Skills

Leadership

Communication

Client-facing experience

Problem solving

Interpersonal skills

Results oriented

Coaching & mentoring

Stakeholder management

Fintech knowledge

CRM proficiency

Tools

CRM software

General computer apps

Job description

SupportNinja is seeking a Team Leader to supervise a remote-enabled team of customer representatives. You will coach, monitor performance, align goals with business objectives, and drive process improvements for exceptional customer experiences.

You will lead in a fintech-focused environment, manage escalations, and collaborate with cross-functional teams to optimize workflows while maintaining SLAs and KPIs.