Team Leader, English Support

About the role

We are looking for a proactive Team Leader to oversee our English‑language support team. The role focuses on delivering exceptional customer experiences, driving performance through data, and fostering team growth.

Key responsibilities

• Monitor all support queues and channels, reallocating resources in real time to maintain service levels.
• Communicate issues such as backlogs or system delays promptly and propose corrective actions.
• Set clear, measurable goals and track key metrics (NPS, SLA, CSAT, FRT, QA).
• Coach and mentor team members through regular 1:1s, data‑driven feedback and quality calibration.
• Support onboarding of new hires and ensure a collaborative, respectful team environment.
• Escalate operational risks early with context and recommended next steps.
• Analyse performance data to identify trends, training needs and continuous‑improvement opportunities.
• Collaborate with Quality, Training and Operations to align objectives and share insights.
• Assist with scheduling, leave approvals and productivity planning.
• Champion change initiatives and represent English Support in cross‑functional meetings.

Required profile

• Strong leadership mindset with a focus on customer‑centric results.
• Ability to make quick decisions under pressure and adapt to fast‑changing environments.
• Excellent communication skills, both upward and laterally.
• Experience coaching, mentoring and developing support staff.
• Data‑oriented attitude with eagerness to learn and use performance metrics.

Required skills