New Customer Support Team Lead

As a Team Lead, you will provide coaching to agents based on QA feedback, metrics, customer survey responses, and ticket observations. You will handle customer escalations, ensure schedule adherence and productivity, maintain coaching logs, and resolve team challenges. You will delegate tasks to high potential team members, suggest team-building activities, and monitor agent performance, with a goal of maintaining quality assurance scores above 90%. This is a fully remote position, requiring team members to maintain overlapping working hours with both EST and PST time zones and be available for weekend shifts as needed.