Team Leader – Customer Support (US Shift | Remote)

• Work Setup: Remote  
• Start Date: August 24, 2026  
• Schedule: 9:00 AM – 6:00 PM EST, Monday – Friday  
• Equipment: BYOD (Bring-Your-Own-Device)

Job Summary

What does a day in the life of a Team Leader look like?

• Provide effective leadership, daily supervision, and operational guidance to a team of representatives.  
• Set clear performance expectations and align team goals with organizational and client objectives.  
• Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive team environment.  
• Monitor team performance regularly to ensure full adherence to established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).  
• Analyze team operational metrics to identify areas for improvement and implement strategies to boost productivity.  
• Address employee concerns, resolve team conflicts, and handle performance issues in a timely and effective manner.  
• Serve as a key escalation point for complex customer inquiries or complaints and resolve operational challenges.  
• Collaborate with cross-functional teams to streamline workflows and communicate regularly with clients as needed.  
• Identify training needs, coordinate learning sessions, and ensure team members are equipped with necessary tools and resources.  
• Provide accurate reports on team performance and contribute to organizational growth initiatives.  
• Adhere to company policies and maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.  

What are the qualifications of a Team Leader?

• Minimum of three (3) years of experience in a customer service or technical support role equivalent to the representatives supported.  
• Minimum of one (1) year of experience in a leadership or supervisory role, preferably in a call center or BPO environment.  
• Strong knowledge and understanding of customer service and technical support principles and practices.  
• Proficiency in using customer service software and tools, such as CRM systems and standard computer applications.  
• Excellent verbal and written English communication skills.  
• Strong problem-solving, decision-making, and analytical skills.  
• Outstanding interpersonal skills with a proven ability to lead, motivate, and inspire a team to achieve performance targets.  
• Results-oriented mindset with a strong focus on driving operational excellence and continuous improvement.

Nice-to-Haves:

• Previous client-facing experience in an outsourced services or BPO environment.  
• Hands-on experience leading technical support workflows and handling client escalations.  

Ninja Perks and Benefits

• Competitive compensation package 
• Retirement Savings Program with Company Matching to help support your long-term financial goals.
• Life insurance coverage.
• HMO coverage starting on Day 1.
• Free dependent coverage, with one (1) dependent covered upon regularization and a second (2) dependent added after one year of service.
• Paid time off plus birthday leave so you can rest, recharge, and celebrate your special day.
• Opportunities for skills training and personal and professional development to support your continued growth.

________________________________