customer support team leader

CITYFURNISH

<div>
 As a Chat Support Team Leader, you will oversee and guide a team of chat support agents. You&rsquo;ll ensure high quality service through chat channels, meet performance and customer satisfaction metrics, manage escalations, mentor agents, and continuously improve processes. You&rsquo;ll act as the bridge between agents and senior management, ensuring operational excellence and excellent customer experience.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Lead, coach, mentor, and motivate a team of chat support agents to achieve high performance, quality, and customer satisfaction.
 </li>
 <li>
 Monitor daily performance metrics (e.g. response time, resolution time, average handle time (AHT), customer satisfaction (CSAT), first contact resolution (FCR)) and ensure SLAs are met.
 </li>
 <li>
 Conduct regular 1‑on‑1s, performance reviews, feedback sessions, and coaching to help agents improve.
 </li>
 <li>
 Handle escalated chats / issues that are beyond the agents' scope; ensure proper resolution and follow‑up.
 </li>
 <li>
 Ensure team adherence to company policies, chat best practices, brand tone, compliance, confidentiality, etc.
 </li>
 <li>
 Collaborate with QA / Training teams to ensure consistent quality, identify training gaps, design/implement training refresher sessions.
 </li>
 <li>
 Manage scheduling, shift coverage, workload balancing to ensure availability of chat support during required hours.
 </li>
 <li>
 Use data and reports to spot trends, recurring issues, areas for improvement; propose process improvements.
 </li>
 <li>
 Lead by example, maintain positive team culture, ensure high morale, and assist in onboarding / ramping up new agents
 
 
 </li>
 </ul>
 
 Required Skills &amp; Qualifications
 
 
 
 <ul>
 <li>
 Prior experience (typically 2‑4 years) in customer support/chat support roles; at least 1‑2 years in a leadership / supervisory role
 </li>
 <li>
 Excellent written communication skills; ability to maintain professional, clear, empathetic tone in chat.
 </li>
 <li>
 Strong analytical ability: capable of reading and interpreting performance metrics, reports, making data‑driven decisions.
 </li>
 <li>
 Good organizational, time management, and multitasking skills.
 </li>
 <li>
 Leadership, people‑management, coaching skills.
 </li>
 <li>
 Familiarity with chat platforms / customer support or CRM tools (Zendesk, Freshdesk, Intercom, or similar).
 
 
 </li>
 </ul>
 
 Preferred / Nice‑to‑Have
 
 
 
 <ul>
 <li>
 Experience in an e-commerce industry is a plus.
 </li>
 <li>
 Familiarity with using dashboards, reporting tools, basic analysis / Excel / Google Sheets skills
 
 
 </li>
 </ul>
 
 KPIs / Success Metrics
 
 
 
 <ul>
 <li>
 Resolution time / time to close chats
 </li>
 <li>
 Customer satisfaction (CSAT), Net Promoter Score (NPS) or equivalents
 </li>
 <li>
 First Contact Resolution (FCR)
 </li>
 <li>
 Agent productivity and occupancy
 </li>
 <li>
 Quality scores (chat quality, tone and adherence to scripts)
 </li>
 <li>
 Escalation rate &amp; resolution of escalations
 </li>
 </ul>
</div>

Customer Support Team Leader (Chat)

AlQuranClasses c/o ITGenerations inc

Job Title: Customer Support Team Leader (Remote, Night Shift)Company: AlQuranClassesLocation: Remote (Work from Home)Working Hours: 6:00 PM &ndash; 6:00 AM (No fixed day off; you will oversee the team)Salary: PKR 30,000 per monthAbout the Role:AlQuranClasses is looking for a motivated Customer Support Team Leader to lead our remote support team. You will monitor the team, handle escalated customer issues, and ensure smooth operations across all customer service activities. This is a fully remote position, offering the comfort of working from home while making a real impact on customer satisfaction.Key Responsibilities:<ul><li>Lead and supervise a team of remote customer service representatives.</li><li>Monitor customer inquiries and resolve issues efficiently.</li><li>Ensure the team meets performance targets and maintains quality service standards.</li><li>Coordinate with team members to improve workflow and resolve bottlenecks.</li><li>Maintain communication and support with both customers and team members.</li></ul>Requirements:<ul><li>Proven customer service experience (minimum 1 year; 6+ months specifically in customer-facing roles).</li><li>Prior experience in leading or coordinating a team is required.</li><li>Exceptional English communication skills.</li><li>Strong problem-solving and decision-making abilities.</li><li>Ability to thrive in a fast-paced environment.</li><li>Must have a laptop with a stable PTCL internet connection and mobile data as backup.</li><li>USB headset and USB drive required to access company systems.</li><li>Must be able to work night shifts (6 PM &ndash; 6 AM).</li><li>A quiet, private workspace at home to ensure no background noise.</li></ul>What We Offer:<ul><li>Opportunity to work from the comfort of your home.</li><li>Career advancement opportunities.</li><li>Employee rewards and discounts.</li><li>Continuous training and coaching.</li><li>Fun, dynamic, and supportive work environment.</li></ul>How to Apply: If you are passionate about customer service, love solving problems, and are ready to lead a remote team to success, apply today to join the AlQuranClasses family!Job Type: Full-timePay: Rs25,000.00 - Rs30,000.00 per monthWork Location: Remote

Customer Support Team Leader (Remote, Night Shift)

Confidential Company

Job Title: Team LeaderLocation: DubaiDepartment: Operations / Customer SupportEmployment Type: Full-timeSalary: AED 4000-5000 Note- Hindi is compulsory About the RoleWe are seeking a Team Leader to oversee daily team operations, ensure targets are met, and maintain high service quality and productivity levels. Key ResponsibilitiesSupervise and motivate team members to achieve performance goals.Monitor daily operations and handle escalated issues.Conduct training, coaching, and performance reviews.Prepare reports on productivity and service quality.Collaborate with management to improve processes and team efficiency.

Team Leader

Tabby | تابي

<div>
 
 Department:
 
 Customer Support Ops
 
 
 
 Employment Type:
 
 Full Time
 
 
 
 Location:
 
 KSA
 
 
 
 Compensation:
 
 ر.س11,000 / month
 
 
 
 Description
 
 
 
 
 Tabby
 
 creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.
 
 
 The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
 
 
 Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.
 
 
 Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.
 
 
 We are looking for a driven, analytical, and people-focused Operations Team Leader to take ownership of customer service operations and elevate performance standards. In this role, you will lead, coach, and inspire a team, ensuring exceptional service delivery while driving operational excellence.
 
 
 As a key player in our leadership team, you will oversee performance management, process improvement, and team engagement&mdash;helping us exceed SLAs, optimize workflows, and deliver a superior customer experience. If you&rsquo;re a proactive problem solver who thrives in fast-paced environments, we want you on board.
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Lead, coach, and mentor a high-performing team, ensuring engagement, motivation, and accountability.
 </li>
 <li>
 Facilitate regular performance meetings with supervisors, identifying areas for improvement and tracking progress.
 </li>
 <li>
 Monitor and enforce quality standards, ensuring adherence to customer experience best practices.
 </li>
 <li>
 Drive performance improvement initiatives, setting clear priorities and refining procedures to meet or exceed SLAs.
 </li>
 <li>
 Ensure structured training and development plans for all team members, fostering continuous skill growth.
 </li>
 <li>
 Optimize attendance and retention strategies, leveraging data-driven insights and team collaboration.
 </li>
 <li>
 Manage performance and disciplinary processes with fairness and consistency, maintaining a results-driven culture.
 </li>
 <li>
 Identify and mitigate operational risks, working closely with the Operations Manager to streamline processes.
 </li>
 <li>
 Set the tone for a high-energy, customer-centric environment, ensuring the team delivers outstanding service and satisfaction.
 </li>
 <li>
 Support the Head of Operations in executing business targets, driving a culture of excellence and continuous improvement.
 </li>
 <li>
 Stay ahead of industry trends and regulatory updates, sharing relevant insights with the team to maintain compliance and service excellence.
 </li>
 <li>
 Work with leadership to implement business efficiencies, optimizing workflows and enhancing productivity.
 </li>
 <li>
 Deliver operations within agreed budgets, service levels, and business targets, ensuring sustainable growth.
 </li>
 <li>
 Escalate complex issues to senior management with clear action plans and recommendations.
 
 
 
 </li>
 </ul>
 Skills, Knowledge and Expertise
 
 
 
 Required:
 
 
 
 <ul>
 <li>
 Minimum 6 months of experience in a contact center environment as a Team Manager.
 </li>
 <li>
 Fluent English (B2+ level), with strong verbal and written communication skills.
 </li>
 <li>
 Analytical and strategic mindset, with a passion for process improvement.
 </li>
 <li>
 Creative problem-solving abilities, with a proactive approach to operational challenges.
 </li>
 <li>
 Proven success in customer service management, with a track record of delivering exceptional results.
 </li>
 <li>
 Bachelor&rsquo;s degree or higher in a relevant field.
 </li>
 <li>
 Coaching and leadership experience, with a demonstrated ability to develop high-performing teams.
 </li>
 <li>
 Strong people management skills, with the ability to inspire, motivate, and drive accountability.
 </li>
 <li>
 Proven ability to manage escalations and handle demanding customer interactions effectively.
 </li>
 <li>
 High-energy, results-oriented mindset, with a passion for delivering excellence.
 </li>
 <li>
 Flexibility to work onsite, adapting to dynamic operational needs.
 
 
 
 </li>
 </ul>
 
 Bonus Points for:
 
 
 
 <ul>
 <li>
 Experience in financial services, banking, insurance, or investment industries.
 </li>
 <li>
 COPC knowledge, with a strong grasp of customer service frameworks.
 </li>
 <li>
 Expertise in report development and data-driven decision-making.
 
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 This is an opportunity to lead from the front, drive operational improvements, and build a world-class customer service team. If you thrive in high-growth, fast-paced environments and have the leadership skills to make an impact, we want to hear from you.
</div>

Customer Service Team Leader - Contact Center - Saudi National

Planlab Solutions

Please read the job details carefully before applying, as we are seeking a skilled, experienced candidate only.Location: Model Town Link Road, Lahore Shift: Afternoon (1 PM onwards, 9-hour shift)About the Role:PlanLab Solutions is seeking an experienced, competent, and highly adaptable Customer Service Manager to lead and manage support operations across multiple client projects. This role requires someone with exceptional communication skills, strong leadership qualities, and the ability to guide teams while maintaining top-tier service quality.The ideal candidate must have 1&ndash;2+ years of proven experience in customer support or service management, including hands-on expertise with CRM tools like Zendesk, Tidio, Gorgias, Slack, and other internal team management platforms.You will oversee customer support agents, ensure project-level service excellence, collaborate with international clients, and maintain smooth communication across teams and departments.Key Responsibilities:<ul><li>Lead, manage, and support customer service teams across multiple client projects.</li><li>Maintain 10/10 communication with team members, ensuring clarity, motivation, and accountability.</li><li>Oversee day-to-day support operations, ensuring timely and accurate responses across email, chat, and phone channels.</li><li>Train, mentor, and upskill support agents for quality assurance and continuous improvement.</li><li>Adapt quickly to different project requirements, tools, workflows, and client expectations.</li><li>Collaborate with internal teams using Slack and other management tools to ensure seamless workflow.</li><li>Monitor KPIs, performance metrics, and customer feedback to maintain service excellence.</li><li>Handle escalations professionally, providing effective resolutions and preventing recurrence.</li><li>Ensure CRM tools (Zendesk, Tidio, Gorgias, etc.) are utilized efficiently and maintain updated records.</li></ul>Requirements:<ul><li>Minimum 2+ years of experience in customer support, service management, or team leadership roles.</li><li>Strong command of English &mdash; written, spoken, listening, and comprehension.</li><li>Hands-on experience with Zendesk, Tidio, Gorgias, and other CRM platforms.</li><li>Proficiency in Slack and internal team management tools.</li><li>Excellent communication and interpersonal skills for leading teams and interacting with international clients.</li><li>Strong problem-solving abilities with the capacity to make decisions independently.</li><li>Ability to multitask and adapt to shifting project needs.</li><li>Comfortable managing afternoon shifts and fast-paced environments.</li><li>Strong organizational skills with attention to detail.</li></ul>Why Join Us?<ul><li>No sales targets or commission pressure &mdash; focus strictly on quality service and team leadership.</li><li>Opportunity to manage diverse international projects.</li><li>Supportive, collaborative, and growth-driven work culture.</li><li>Chance to expand your management skills and career path.</li></ul>How to Apply:Please submit your resume along with a cover letter highlighting:<ul><li>Your experience in team management</li><li>CRM tools you&rsquo;ve worked with (Zendesk, Tidio, Gorgias, etc.)</li><li>Your strengths in communication, leadership, and client handling</li></ul>Only shortlisted candidates will be contacted for further steps.seeking a skilled,Job Types: Full-time, ContractPay: From Rs50,000.00 per monthApplication Question(s):<ul><li>How many years of experience do you have managing customer service or support teams? Please describe your responsibilities in your previous role.</li><li>Which CRM and communication tools have you used (e.g., Zendesk, Tidio, Gorgias, Slack, Reamaze, Salesforce, ZohoDesk, Freshdesk )? Please list your experience with each.</li><li>What&rsquo;s one innovative idea or process improvement you introduced in your previous role that made a noticeable impact on customer experience or team efficiency?</li><li>Are you comfortable working afternoon shifts (1 PM onwards) and collaborating with international clients?</li><li>What motivates you as a manager, and how do you keep your team motivated and aligned with goals?</li><li>What is your current salary?</li><li>What is your expected salary?</li></ul>Work Location: In person

Customer Service Manager

Superbytes

Key Responsibilities: Supervise, motivate, and lead a team of call center agents to meet performance goals. Monitor daily operations, including call quality, productivity, and customer satisfaction. Conduct regular training sessions and performance reviews to enhance team skills. Handle escalated customer queries or complaints promptly and professionally. Prepare and analyze performance reports and present insights to management. Develop and implement process improvements to optimize call center efficiency. Ensure adherence to company policies, procedures, and quality standards. Assist with agent scheduling, attendance, and workforce management. Coordinate with other departments to resolve operational issues and enhance service delivery.

ResultsCX

<div>Description 
Supervisor, Operations 
Designation : Team Leader &ndash; Healthcare Contact Center (Member Services)

Location: Bangalore, India

Job Type: Full-Time

Shift: Fixed Night Shifts

We are seeking a dynamic and results-driven Team Leader to oversee and guide a team of customer service representatives working in a voice-based contact center supporting the US healthcare industry. The ideal candidate will ensure operational excellence, compliance with healthcare regulations such as HIPAA, and exceptional customer service delivery. The Team Leader will be responsible for monitoring team performance, driving metrics, and fostering a positive and compliant work environment.
<ul>
<li>Supervise, mentor, and lead a team of contact center agents handling healthcare-related inquiries, including insurance, claims, billing, and patient support.</li>
</ul><ul><li>Monitor daily team performance and ensure adherence to Service Level Agreements (SLAs), such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).</li>
</ul><ul><li>Conduct regular team meetings, training sessions, and one-on-one coaching to enhance skills and ensure compliance with US healthcare regulations.</li></ul> 
In this role you will: 
<ul>
<li>Handle escalations, resolve customer complaints efficiently while adhering to healthcare compliance standards, HIPAA.</li>
<li>Monitor call quality and provide constructive feedback to agents for continuous improvement</li>
<li>Prepare and analyze reports on team performance metrics and recommend improvements.</li>
<li>Drive a customer-first culture ensuring that all interactions are handled empathetically, professionally, and in compliance with healthcare standards.</li>
</ul><ul><li>Ensure accurate and timely resolution of customer inquiries related to healthcare services, insurance coverage, claims, and medication support.</li>
</ul><ul><li>Collaborate with QA and Training teams to improve customer service with a focus on US healthcare practices</li>
</ul>We are looking for someone who has:<ul><li> 
Education: Graduate in any discipline.</li></ul>
<ul><li>Experience:</li></ul>

o Minimum 2&ndash;4 years of experience in a healthcare contact center/BPO environment.

o At least 1 year of experience in a Team Leader or supervisory role.
<ul><li>Strong understanding of healthcare processes, insurance claims, and provider services.</li></ul>
<ul><li>Exceptional leadership, coaching, and conflict-resolution skills.</li></ul>
<ul><li>Proficiency in using CRM tools, reporting systems, and MS Office applications.</li></ul>
<ul><li>Ability to analyze data, interpret trends, and make data-driven decisions.</li></ul>
<ul><li>Willingness to work fixed night shifts to support international clients.</li></ul> 


Key Skills:
<ul><li>Leadership and team management</li></ul>
<ul><li>Customer service and problem-solving</li></ul>
<ul><li>Performance monitoring and reporting</li></ul>
<ul><li>Communication and interpersonal skills</li></ul>
<ul><li>Analytical and decision-making abilities</li></ul>
<ul><li>Time management and multitasking</li></ul>

Benefits:
<ul><li>Competitive salary package with performance incentives</li></ul>
<ul><li>Transport facility for night shifts</li></ul>
<ul><li>Leadership development and growth opportunities</li></ul>
<ul><li>Health insurance and other employee benefits</li></ul>
<ul><li>Dynamic and supportive work environment</li></ul>
About ResultsCX 
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX&rsquo;s 30+-year track record for reimagining the customer experience to meet consumers&rsquo; evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.</div>

Supervisor, Operations - Solutran

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