Team Leader – Customer Support

About the role

We are looking for an experienced Team Leader to manage a high‑performing remote customer support team based in Brazil. You will ensure operational excellence, drive customer satisfaction, and maintain consistent service quality across a distributed environment.

Key responsibilities

• Oversee daily support operations, ensuring team productivity, coverage, and adherence to service standards.
• Act as the primary point of contact for agents during assigned hours, resolving challenges and maintaining continuity.
• Monitor KPIs such as response times, CSAT scores, and quality metrics to identify improvement opportunities.
• Handle complex escalations and guide agents on problem‑solving and communication best practices.
• Coach, mentor, and develop support team members to increase autonomy and decision‑making confidence.
• Ensure compliance with procedures, workflows, and documentation while recommending enhancements.
• Analyze operational data and provide actionable insights and trends to leadership.
• Support onboarding, knowledge sharing, and continuous process improvement.

Required profile

• 4+ years in Customer Support, Customer Experience, or Operations.
• At least 2 years in a leadership, team‑lead, or supervisory role.
• Proven ability to manage remote, distributed teams.
• Strong written and verbal English communication skills.
• Data‑driven mindset with ability to analyze support metrics.
• Experience with digital platforms, SaaS products, or healthcare technology is a plus.

Required skills

What we offer

• Opportunity to shape support operations in a fast‑paced digital environment.
• Collaborative work with operations leadership.
• Potential for career growth as the business expands.