Customer Service Team Leader

Job Description

The Customer Service Team Leader will oversee and motivate a team of support agents, ensuring high service standards and customer satisfaction. This role involves managing daily operations, handling escalations, monitoring KPIs, and driving continuous improvement across processes and performance. You will provide coaching, conduct reviews, and implement training initiatives to develop the team while collaborating with cross-functional departments to enhance efficiency and service quality.

Requirements

• 3–5 years of experience in customer service, with at least 1–2 years in a supervisory or leadership role.
• Strong leadership, coaching, and people management skills.
• Excellent verbal and written communication abilities.
• Proficiency in CRM systems and customer service tools.
• Strong problem-solving skills and ability to work under pressure.
• Bachelor’s degree in Business, Management, or related field preferred.
• Exposure to quality assurance and process improvement is a plus.