Team Leader

🔥 2 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $41.6k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 and supervision to a team of representatives • Set clear performance expectations and goals aligned with organizational objectives • Coach, mentor, and motivate team members while fostering a positive and collaborative team environment • Address employee concerns, conflicts, and performance issues • Monitor team performance and adherence to SLAs and KPIs • Analyze team metrics and implement strategies to improve productivity and efficiency • Collaborate with cross-functional teams to streamline processes and resolve operational challenges • Monitor and improve customer service quality and customer satisfaction • Identify training needs and coordinate training sessions • Ensure team members have necessary tools, resources, and information • Serve as a point of contact for escalations and handle customer inquiries or complaints • Provide reports on team performance • Regularly communicate with clients as needed • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Participate in training programs and continuous learning modules • Maintain a positive, empathetic, and professional attitude toward customers and colleagues

🎯 Requirements

• Minimum of three (3) years of experience in a role equivalent to the representative position supported • Minimum of one (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 • Strong problem-solving and decision-making ability • 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 • Demonstrated integrity in leadership, team engagement, performance management, and relationship-building • Must have prior experience working in the fintech industry