Team Leader – Customer Support
LumimedsCore Responsibilities
Own the shift by managing coverage, attendance, and workflow distribution independently. Drive performance by analyzing metrics and intervening when agents fall behind. Handle complex escalations and provide answers to agent questions. Mentor agents on quality and tone while teaching them to be self-sufficient. Report insights and proposed solutions to leadership.
Requirements
4+ years of experience in Customer Support, with at least 2 years in a leadership or mentor role. Strong command of English with excellent written and verbal communication skills. Proven track record of taking initiative and making judgment calls in a fast-paced environment. Experience with SaaS, Telehealth, or complex CRM tools is a major plus.
Additional Information
Experience Level
Lead / Principal
Employment Type
permanent
Work Mode
Remote