Team Leader

Helpware; Kentucky; On-site; USD 55,000 - 75,000; Full time

Job summary

Helpware is seeking a Team Lead to oversee a group of Customer Service Representatives, acting as the Tier 2 escalation point and driving operational performance. You will coach staff, monitor metrics, and ensure compliance with company and client standards.

Ideal candidates have 2–4 years in customer service leadership, strong coaching skills, and proficiency with CRM and reporting tools. This full-time role is based in the US and focuses on delivering best-in-class CX.

Qualifications

• Experience leading frontline teams to achieve performance goals.
• Strong knowledge of contact center KPIs (CSAT, NPS, FCR, adherence, productivity).
• Excellent leadership, communication, coaching and decision‑making skills.
• Experience handling escalations and employee relations.

Responsibilities

• Oversee daily performance and development of a team of Customer Service Representatives.
• Serve as primary escalation point for Tier 2 inquiries.
• Coach team members and provide performance feedback daily.
• Monitor KPIs and ensure adherence to policies and client standards.
• Develop and manage nesting agents and ensure readiness before moving to operations floor.
• Collaborate with Operations to hit KPIs and improve service quality.

Skills

Team leadership

Coaching

Customer service

KPIs (CSAT, NPS, FCR)

Performance management

Communication

Multitasking

Tools

CRM

Workforce / scheduling tools

Reporting tools

Job description

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our US Team is growing and we're looking for experienced Sales Agents to join our Helpware team.

Position Overview:

The Team Lead is responsible for overseeing the daily performance and development of a team of Customer Service Representatives while serving as the primary escalation point for Tier 2 inquiries. This role ensures service excellence by driving operational performance, coaching team members, resolving customer and employee issues, and maintaining compliance with company policies and client standards. The Team Lead partners with Operations to achieve key performance metrics and foster a high-performing, customer-focused team.

Specific Responsibilities:

• Serve as the escalation point for Tier 2 inquiries.
• Provides daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered in a timely, efficient, and knowledgeable manner.
• Provides continual evaluation of process and procedures.
• Responsible for suggesting methods to improve area of operations, efficiency and service to both internal and external customers.
• Provides statistical and performance feedback and coaching daily to each team member.
• Be always available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution.
• Ensure to write and administer performance reviews for skills improvement.
• Manage nesting agents to ensure proper performance before moving to the operations floor.
• Incorporate performance interventions to accelerate learning.
• Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs and Metrics.
• Assist Operations Manager to resolve customer complaints and issues.
• Handling employee related issues and monitoring transactions.
• Monitor Team performance in terms of e.g. NPS, CSAT, FCR, Adherence, and Attrition etc.
• Ensure that employees adhere to the company’s policies, procedures, guidelines, rules, and work.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.

Qualifications:

• At least 2-4 years of experience in customer service, contact center operations, or a related field, with prior supervisory or team leadership experience preferred.
• Proven experience leading, coaching, and developing frontline teams to achieve performance goals.
• Strong knowledge of contact center KPIs, including CSAT, NPS, FCR, adherence, productivity, and quality metrics.
• Excellent leadership, communication, coaching, conflict resolution, and decision-making skills.
• Experience handling customer escalations, performance management, and employee relations.
• Proficient in CRM, workforce, and reporting tools, with the ability to analyze performance data and drive continuous improvement.
• Ability to multitask, prioritize, and thrive in a fast-paced, metrics-driven environment.