Team leader

Ninja Partners LLC; Austin (TX); Remote; USD 35,000 - 48,000; Full time

Job summary

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.

Qualifications

• 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

Responsibilities

• 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

Skills

Leadership

Communication

Customer Service

CRM software

Coaching

Problem solving

Tools

CRM software

Job description

Work Setup:

Remote/WAHSalary: $41,600/yearThe

Team Leader

What does a day in the life of a Team Leader look like?

• 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 while fostering a positive and collaborative team environment
• Address employee concerns, conflicts, and performance issues in a timely and effective manner
• Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (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

What are the required qualifications of a Team Leader ?

• 3 years of experience in a role equivalent to the representatives the role will support
• Minimum of 1 year experience in a leadershipor supervisory role, preferably in a call center environment
• Previous client-facing experience preferred
• Strong communication skills, both verbal and written
• Strong knowledge and understanding of customer service and technical support principles and practices
• Strong problem-solving and decision-making skills
• Excellent interpersonal to interact with team members and stakeholders 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 a focus on driving operational excellence and continuous improvement
• Proficiency in using customer service\ software and tools such as CRM
• Proficient in using computers and various software applications

Disclaimer:The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.