Team Lead – Customer Service & Technical Support

About the role

We are looking for an experienced Team Lead to manage a group of Customer Care and Technical Support agents. The role involves overseeing end‑to‑end customer enquiries across billing, complaints, sales support and collections, while fostering a high‑performing, customer‑centric culture.

Key responsibilities

• Achieve team and individual performance targets through effective coaching, feedback and support.
• Minimise escalations by guiding agents and handling complex calls directly.
• Promote a customer‑centric mindset and ensure agents are co‑located for real‑time collaboration.
• Conduct on‑the‑floor monitoring, listen to live calls and provide immediate feedback.
• Encourage organic learning, run team rituals, celebrate successes and iterate processes.
• Identify and implement best practices, maintain clear communication with stakeholders, and leverage metrics to drive performance.
• Collaborate with other team managers to meet site‑wide goals.

Required profile

• Minimum 3 years of experience leading a customer‑service or technical‑support team.
• Strong leadership, high emotional intelligence and a passion for change.
• Proven ability to develop coaching strategies, resolve conflicts and build stakeholder relationships.
• Excellent communication skills and the capacity to empathise with diverse cultures.
• Proactive, results‑oriented and comfortable making judgement‑based decisions.

Required skills