Job description
Advance your career as a Remote Customer Service Team Lead at SupportNinja!
We are seeking a highly motivated and experienced Team Lead to join our dynamic customer service department. As a Customer Service Team Lead specializing in FreshDesk, you will be responsible for supervising a team of skilled customer service representatives, ensuring exceptional service delivery, and maintaining productivity standards. This is a fully remote, night-shift role aligned with Eastern Standard Time (EST), perfect for proactive leaders passionate about cultivating high-performing teams in a virtual environment. Enjoy outstanding benefits from day one, including comprehensive HMO coverage for you and your dependents and a retirement benefit plan. Take the next step in your leadership journey with us and apply today!
Why Join SupportNinja?
- Fully remote position – enjoy flexibility and work-life balance
- HMO coverage from day one, including free coverage for legal dependents
- Retirement benefits and inclusive workplace culture
Responsibility
- Oversee daily operations of a remote customer service team, ensuring prompt and high-quality responses via FreshDesk
- Coach, mentor, and provide performance feedback to team members to foster professional development and engagement
- Monitor and analyze individual and team performance metrics, implementing action plans for improvement
- Set clear goals and expectations, ensuring the team meets or exceeds KPIs and service-level agreements
- Handle escalated customer inquiries and resolve issues with professionalism and efficiency
- Facilitate regular team meetings and training sessions on best practices and product knowledge
- Collaborate with management to streamline processes and improve workflow
- Prepare and deliver reports on team performance and customer satisfaction
Qualification
- C1 level proficiency in English, both written and verbal
- Minimum of 1 year experience in a leadership or supervisory role within customer service
- At least 3 years’ experience as a customer service representative
- Experience using FreshDesk or similar customer support platforms is required
- Strong problem-solving abilities and conflict resolution skills
- Demonstrated ability to coach, motivate, and lead remote teams effectively
- Excellent time management and organizational skills in a fast-paced remote environment
- Willingness to work graveyard/night shifts based on EST schedule