Team Lead
Posted 15 days ago
You'll complete your application on Boldr's career site.
About the Role
This global organization focuses on managed outsourcing and international employment solutions. As a certified B Corporation, the business emphasizes ethical operations to generate shared value for partners, staff, and local communities. With expertise in global recruitment, onboarding, and performance management, the firm supports more than 100 clients, mostly in the SaaS and eCommerce sectors. The goal is to build teams that integrate seamlessly with client brands while promoting a workplace culture defined by purpose and inclusion. The Team Lead position is vital for directing operations during designated shifts to guarantee operational success and high service standards. You will mentor, coach, and support staff to assist them in achieving their goals, while acting as the main contact for managing escalations. This fast-moving setting demands a leader committed to constant refinement and clear departmental communication.
Requirements
- You should hold a Bachelor's or college degree in any discipline.
- A minimum of two years working in customer support and at least one year of experience in a leadership capacity is required.
- You must demonstrate excellent verbal and written communication skills and the capability to articulate complicated concepts to clients.
- Proficiency is needed in cloud-based software including Google Sheets, Docs, and Drive, as well as Microsoft Office.
- You need technical proficiency for troubleshooting web-based applications and digital platforms, along with experience using ticketing or help desk systems.
- Knowledge of tools such as Intercom is an advantage.
- You must be customer-focused, capable of engaging with people from various backgrounds, and receptive to constructive feedback.
- Experience with AI-based tools and presentation software like Google Slides, Canva, or PowerPoint is highly preferred.
Responsibilities
- You will oversee and guide a team during your scheduled shift to ensure that all customer experience and quality benchmarks are achieved.
- Your duties include tracking key performance indicators, monitoring agent work, and applying quality control methods to resolve problems quickly.
- You will facilitate ongoing growth for team members through regular weekly one-on-one sessions and spontaneous coaching.
- Training new employees and providing development opportunities for current staff is required to ensure performance goals are consistently hit or surpassed.
- You will function as the primary contact for management queue escalations and oversee the helpdesk by tracking agent availability and service level agreement tickets.
- Maintaining transparent communication with leadership and other business units is essential.
- You will report on operational hurdles, handle escalations, and work across different teams to settle intricate issues.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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