Team Lead / Supervisor

About the role

We're hiring a Team Lead to coach a small pod of support agents, run quality assurance on their conversations, and handle the escalations that need a second pair of eyes. You'll be the bridge between frontline agents and leadership.

Responsibilities

• —Run regular 1:1s and coaching sessions with your pod
• —Score conversations for quality and give actionable feedback
• —Track team metrics like response time, resolution rate, and CSAT
• —Handle escalations that agents can't resolve on their own
• —Report team performance and blockers to leadership
• —Help onboard and train new agents joining the team

What you'll need

• —Prior experience in a frontline support role
• —Strong written and verbal communication
• —A coaching mindset and comfort giving direct feedback
• —Basic comfort with reporting and support metrics

Nice to have

• —Previous experience leading or mentoring a support team
• —Experience with QA scorecards or coaching frameworks