Team Leader – Customer Support

🔥 1 minute ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

💰 $500k Seed Round - SupportNinja on 2015-04

B2B • Artificial Intelligence • Enterprise

SupportNinja is an AI-enabled outsourcing and customer experience (CX) provider that offers scalable, tech-powered outsourcing services for fast-growing companies. They combine human agents with AI-powered workflows (branded NinjaAI) to deliver customer support, technical support, customer onboarding, conversion, renewals, content moderation, data operations, and finance & accounting services. SupportNinja emphasizes privacy-first design and compliance (SOC 2 Type 2, PCI-DSS, HIPAA, GDPR), offers a Management-as-a-Service (MaaS) launch process, and positions itself as a partner to enterprise and growth-stage businesses seeking to extend capacity and improve outcomes across the customer journey.

📋 Description

• Provide effective leadership, daily supervision, and operational guidance to a team of representatives • Set clear performance expectations and align team goals with organizational and client objectives • Coach, mentor, and motivate team members to enhance skills, performance, and professional development • Monitor team performance for adherence to SLAs and KPIs • Analyze operational metrics and implement strategies to improve productivity • Address employee concerns, resolve team conflicts, and handle performance issues • Serve as an escalation point for complex customer inquiries or complaints • Collaborate with cross-functional teams to streamline workflows and communicate with clients • Identify training needs, coordinate learning sessions, and ensure team members have necessary tools and resources • Provide reports on team performance and contribute to organizational growth initiatives • Adhere to company policies and maintain a positive, empathetic, and professional attitude

🎯 Requirements

• Minimum of three (3) years of experience in a customer service or technical support role equivalent to the representatives supported • Minimum of one (1) year of experience in a leadership or supervisory role, preferably in a call center or BPO environment • Strong knowledge of customer service and technical support principles and practices • Proficiency with customer service software and tools, such as CRM systems and standard computer applications • Excellent verbal and written English communication skills • Strong problem-solving, decision-making, and analytical skills • Outstanding interpersonal skills with the ability to lead, motivate, and inspire a team to achieve performance targets • Results-oriented mindset focused on operational excellence and continuous improvement • Previous client-facing experience in an outsourced services or BPO environment (nice to have) • Hands-on experience leading technical support workflows and handling client escalations (nice to have)

🏖️ Benefits

• Competitive compensation package • Retirement Savings Program with Company Matching • Life insurance coverage • HMO coverage starting on Day 1 • Free dependent coverage, with one (1) dependent covered upon regularization and a second (2) dependent added after one year of service • Paid time off plus birthday leave • Opportunities for skills training and personal and professional development