Customer Support Team Lead

TrueGroup is seeking an experienced Customer Support Team Lead to manage support agents and drive operational excellence. The role involves leading a support team, ensuring high-quality service standards, managing team performance, and maintaining operational KPIs.

• Manage and monitor support team performance, productivity, quality, and service effectiveness
• Ensure the team consistently meets operational KPIs and performance targets
• Coach and manage underperforming agents through feedback and performance improvement plans
• Prepare and maintain monthly bonus matrix based on team performance metrics
• Create, maintain, and submit weekly performance reports and operational updates
• Manage team schedules, vacation requests, and time-off tracking
• Contribute to knowledge base documentation and internal regulatory documentation
• Monitor task distribution and maintain accountability and discipline standards
• Conduct onboarding sessions and blitz surveys for underperforming agents
• Co-develop test questions and materials with the QC team
• Assist in implementing new tools, AI-driven systems, and automation solutions
• Participate in internal investigations and build complex operational processes

• 2+ years of experience in Customer Support
• At least 1 year in a senior or leadership position
• Strong people-management and coaching skills
• Excellent written and verbal communication abilities
• Ability to work with data and analyze performance trends
• Experience with support tools, workflow systems, and knowledge bases
• High ownership, responsibility, and attention to detail
• Strategic decision-making capabilities

• Flexible working hours
• Remote work setup
• Unlimited vacation days and paid sick leave
• Competitive compensation
• Employee referral bonus and occasion gifts
• 50% financial support for learning and professional development expenses
• Wellness benefits including yoga classes and gym memberships
• Co-working space reimbursement
• Positive and respectful work atmosphere
• Team-building activities