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

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 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, resolve operational challenges, and optimize workflows • Monitor and improve customer service quality and customer satisfaction • Stay updated with industry best practices and trends to drive process improvements and innovation • Identify training needs and coordinate training sessions • Ensure team members have the tools, resources, and information needed to perform their roles • Collaborate with team leads and managers to share best practices and implement consistent processes • Handle escalations and customer inquiries or complaints as needed • Participate in team meetings and organizational initiatives • Provide reports on team performance • 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