Team Lead

About the role

A shift-based leadership role supervising a support team, upholding quality standards and performance targets while handling escalations and confidential information.

What you will do

• Lead and coach a team of associates during an assigned shift, guiding them toward their goals
• Monitor quality against client and customer standards and correct issues quickly
• Track performance metrics such as agent tasks and take corrective action to hit targets
• Train new hires and run ongoing coaching, including weekly one-to-one sessions
• Keep communication open with team members, other shift leads and management, reporting escalations
• Manage the helpdesk by checking agent availability and service level tickets, and act as escalation point

What they look for

• A bachelor's degree in any field
• At least one year of leadership experience
• Two or more years of customer support experience
• Basic familiarity with cloud tools such as Google Drive, Sheets and Docs, plus MS Office
• Comfort with help desk or ticketing systems and website building or content management tools
• Strong troubleshooting aptitude for digital platforms and excellent written and verbal communication

Nice to have

• Prior experience with Intercom