Team Leader – Customer Support & Operations

About the role

The Team Leader – Customer Support & Operations will drive operational excellence and deliver a high‑quality customer experience in a fast‑paced remote environment. Based in Brazil, you will guide frontline support agents, improve workflows, and foster a culture of accountability and continuous improvement.

Key responsibilities

• Own day‑to‑day performance of the support team during U.S. business hours, ensuring smooth operations and strong service standards.
• Plan coverage, track attendance, distribute workflow, and maintain consistent service delivery.
• Monitor KPIs such as response times, CSAT scores, and quality metrics to identify improvement opportunities.
• Act as first point of contact for complex customer issues, agent questions, and operational challenges.
• Coach and mentor agents to boost performance, communication, problem‑solving skills, and independence.
• Ensure adherence to SOPs and workflows while identifying process improvement opportunities.
• Analyze operational data and provide leadership with insights, recommendations, and action plans.
• Support the development of scalable support processes and contribute to efficiency initiatives.

Required profile

• 4+ years of experience in Customer Support, with at least 2 years in a leadership or mentoring role.
• Proven ability to manage remote teams and maintain strong performance without close supervision.
• Strong ownership mindset, proactive problem‑solving, and ability to make informed decisions independently.
• Excellent communication skills and ability to thrive in a dynamic, globally distributed team.

Required skills