Team Leader (Customer Service)

About the role

We are seeking an experienced Team Leader to manage our offshore customer service team operating from home. The role supports U.S. time zones on a graveyard shift and oversees voice, chat and email channels to ensure high‑quality service.

Key responsibilities

• Supervise day‑to‑day operations of the offshore CS team, monitoring performance metrics and volume.
• Coach and hold staff accountable to quality standards, providing regular feedback and training.
• Communicate product and policy updates to the team and ensure accurate information delivery.
• Handle escalations, respond to customer inquiries across voice, chat and email, and resolve complex issues.
• Coordinate with other departments to address technology‑related problems and order preparations.
• Measure key performance indicators, maintain service levels and drive continuous improvement.

Required profile

• Minimum 5 years of experience in fast‑paced online customer service (voice, chat, email).
• Fluent in written and spoken English with strong communication skills.
• Willingness to work graveyard shifts supporting U.S. time zones.
• Detail‑oriented, reliable and able to lead a dynamic remote team.

Required skills

• Proficiency with ZenDesk or similar customer support platforms.