Team Lead - Technical Support (New Braunfels TX - Onsite)

taskus; San Antonio (TX); On-site; USD 54,000 - 82,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401(k) with company match

Paid time off (vacation, sick leave, &

Job summary

TaskUs, a leader in outsourced digital services, is seeking a Team Leader in the United States to drive performance of a 17-person team of agents and ensure delivery of a superior customer experience. You will coach and motivate teammates, coordinate with management, and contribute to process improvements across frontline operations.

The role emphasizes leadership, operational excellence, and a focus on revenue generation and customer satisfaction through effective call handling and team

Responsibilities

• To manage the day-to-day planning, operation and problem-solving of a team of agents to meet service level components, standards and sales targets, and to develop the team to ensure delivery of a superior customer experience.
• Delivery of team sales, service level components, quality and productivity targets & indicators.
• People management, including HR issues and staff development.
• Operational management: managing the floor and adherence to schedule.
• Ownership and problem resolution; call monitoring, coaching and feedback.

Job description

About TaskUs:

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer:

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Salary Range:

$54,000.00 - $82,000.00 per year.

Pay Transparency Statement:

The base salary range represents the low and high end of the anticipated salary range for this position across our US locations. The "pay scale" provided is a good faith estimate of the range the employer reasonably expects to pay for the position at the time of hire. Actual salary will be determined based on various factors including, but not limited to, the candidate's qualifications, experience, skills, and specific geographic location.

Benefits:

We offer a comprehensive benefits package including medical, dental, and vision insurance; 401(k) with company match; and paid time off including vacation, sick leave, and holidays.

Application Window:

This position is expected to remain open until 11-20-2026.

Job Description:

The Team Leader will drive performance of the teammates to continuously hit metrics and goals. Their role is to coach, motivate and engage teammates to ensure that they are a productive resource to TaskUs. They will also act as a liaison between the teammates and other departments.

SPECIFIC RESPONSIBILITIES:

• To manage the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliner's and Management. To offer creative solutions.
• Delivery of team sales, service level components, quality and productivity targets & indicators.
• People Management, including all HR related issues, as well as staff development.
• Operational Management: Managing the floor, adherence to schedule.
• Ownership and problem resolution.
• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
• Training and development of staff.
• Motivation, leadership for a team of 17 and developing future leaders.
• Recommendations for product and process development based on customer feedback and analysis of the same.
• Conducting performance appraisal for the team.
• Contribute for the initial hiring and selecting process of the front line.
• Compiling reports on team's performance and customer feedback.
• Communication and being a focal point of dissemination of information from management to team and vis versa.
• Work very closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses and address these.
• Offers solutions and suggestions for process and product improvement to management.
• Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes.
• Possesses certain additional supervisory level authority for reversal of charges. Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business. Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.

Soft skills:

Versatility and abi