Team Leader – Customer Support

About the role

Ubiquity is looking for a motivated Team Leader to drive exceptional customer service. You will embody the company’s Head, Heart, Hustle mantra, guiding a team of agents to deliver expertise, empathy, and results.

Key responsibilities

• Manage a team of agents to achieve or exceed goals and key performance indicators through regular coaching and mentoring.
• Ensure agents are informed and trained on product and system updates.
• Conduct business reviews and performance management activities to support continuous development.
• Provide floor support as a subject‑matter expert on policies, procedures, and escalated calls.
• Assist in queue management in coordination with the Global Command Center.
• Prepare and submit performance reports, scorecards, and case analyses to the Operations Manager.
• Participate in calibration sessions, client meetings, and internal meetings.
• Act as liaison between management/HR and agents for benefits, grievances, and HR concerns.
• Organize team‑building activities and design performance‑based incentive programs.

Required profile

• 1‑2 years experience in customer support or financial services.
• 1‑2 years experience in coaching and developing staff.
• Proven experience managing at least 10 employees.
• Strong working knowledge of PC‑based internet and software applications.
• Ability to maintain highly confidential information and handle escalated calls.

Required skills

• PC‑based internet and software applications

What we offer

• Access to career development programs.
• People‑first culture that values contributions.
• Dynamic, fast‑paced environment where hard work is celebrated.