Team Lead

• Supervise and lead a team during the assigned shift
• Provide guidance, coaching, and support to help team members meet goals and objectives
• Ensure support and acknowledgment of quality standards aligned with client and customer experience
• Implement quality control procedures and address quality issues promptly
• Monitor and track key performance metrics, including agent tasks and responsibilities
• Take corrective actions to meet or exceed performance targets
• Train new associates and provide ongoing training to existing team members
• Foster continuous improvement through weekly 1:1s and impromptu coaching sessions
• Maintain open communication with team members, other shift leads, and management
• Report issues, escalations, and opportunities for improvement
• Address operational challenges and resolve issues during the shift
• Collaborate with other departments to solve complex problems
• Manage the helpdesk by checking agent availability and SLA tickets
• Serve as the point of contact in the management queue for escalations

• Bachelor's/College Degree in any field you’re passionate about!
• 1 year of leadership experience
• 2+ years of Customer Support experience
• Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and MS Office applications
• Familiarity with help desk or ticketing systems (Intercom experience a plus)
• Familiarity with website-building tools, content management systems, or presentation software
• Strong technical aptitude for troubleshooting digital platforms and web-based apps
• Excellent verbal and written communication skills
• Ability to understand and communicate complex ideas to clients
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to customers with diverse backgrounds
• Nice to have: Knowledge of presentation software (Gamma, PowerPoint, Google Slides, Canva)
• Nice to have: Familiarity with AI-powered tools or generative platforms