Customer Support Team Lead

Summary

Join our Customer Support Consultant team and thrive in a multicultural, multilingual, remote work environment. Master new skills and achieve challenging goals with our People First management approach. Monitor ticket volume, balance ticket assignments, and ensure SLA compliance. Provide real-time feedback and coaching to agents, manage schedules, and escalate technical issues. Conduct regular 1:1 meetings and plan for high-volume periods. This role requires excellent English skills, minimum 2 years in customer support, proven managerial experience, and strong analytical skills. A personal laptop and stable internet connection are also necessary.

Requirements

• Excellent English skills (C1-C2 for both spoken and written)
• Minimum of 2 years in customer support
• Proven managerial experience
• Analytical and research skills
• Demonstrated ability to understand and empathize with customers’ needs and concerns
• Positive, responsible and proactive attitude
• Comfortable working in a fast-paced, ever-changing environment
• Strong ability to quickly learn and work with multiple software tools and platforms
• Proven capability to handle a high volume of customer inquiries and multitask without sacrificing quality
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Responsibilities

• Monitor ticket volume and ensure SLA compliance, guiding agents on prioritizing and managing tickets in real time
• Balance ticket assignments, reassign tasks to prevent overload, and ensure an even workload distribution
• Continuously track response times and quality, providing real-time feedback and live coaching for improvement
• Take ownership of escalated or urgent tickets, resolving them promptly to maintain customer satisfaction
• Manage agent schedules, breaks, and sick leaves to maintain optimal team availability and coverage
• Identify and escalate technical or process-related issues affecting team efficiency or customer experience
• Regularly review and optimize backlogs, addressing unresolved tickets and redistributing tasks as necessary
• Conduct monthly 1:1 meetings to support agent well-being, recognize achievements, and address challenges
• Plan for high-volume periods, adjust workflows, and reallocate resources during unexpected surges

Preferred Qualifications

• Experience in travel industry
• Experience with CRM systems

Benefits

• Flexible schedule
• Opportunity to work fully remotely
• Inclusive international environment
• Compensation in USD
• Good bonuses for referring friends
• Paid intensive training and probation
• Work-life balance
• Responsive management interested in your growth and long-lasting cooperation
• Greenhouse conditions for self-development