Customer Support Team Lead

As a Worker Operations Team Lead your primary role is to be an exceptional coach for your team. Your responsibility is to provide agents with constructive feedback, identify the root causes of performance issues, and train them to address and correct those problems. You maintain high standards for your team and aren’t afraid to say, “This needs improvement, and here’s why.” You ensure that the customer experience remains the focal point of every discussion, set SMART goals for performance improvement, and deliver feedback that aligns with our standards. You’re also hands-on, willing to dive into customer issues directly, and you become a product expert so that you can coach your agents effectively. Team members are expected to maintain overlapping working hours with both EST and PST time zones and must be available for weekend shifts as needed.