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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities in managing a customer service team, with a focus on performance improvement, customer experience, and effective communication. Proficient in analyzing performance data and implementing strategies to enhance team productivity and engagement.
Highest-signal resume keywords
Customer Service ExperienceTeam LeadershipCoaching SkillsPerformance ManagementAdvanced English Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service KPIsProblem-SolvingCritical ThinkingPerformance Data AnalysisDocumentation Accuracy
Soft Skills
EmpathyOrganizational SkillsAttention to DetailMultitaskingCalm Under Pressure
Industry Keywords
Customer ExperienceQuality AssuranceEscalation ManagementOnboardingWorkflows Improvement
About the role
Key responsibilities & impact- Lead, support, and motivate a team of Customer Service Representatives
- Monitor team performance against quality, productivity, attendance, and customer experience goals
- Provide real-time support and guidance for complex customer interactions and escalations
- Review customer interactions to identify coaching opportunities and ensure compliance with processes and policies
- Coach team members on communication, problem-solving, de-escalation, and customer experience
- Handle escalated billing inquiries, payment issues, disputes, and account-related concerns
- Ensure accurate documentation and adherence to established processes
- Identify recurring customer issues and communicate trends to Operations and internal teams
- Conduct regular one-on-ones, coaching sessions, and performance follow-ups
- Provide clear feedback and create action plans when performance improvement is needed
- Support new-hire onboarding, nesting, and ongoing training as required
- Work closely with Operations, Quality, Training, and other internal teams to resolve issues and improve processes
- Help identify opportunities to improve workflows, knowledge resources, and customer experience
- Maintain team engagement and accountability in a fast-paced environment
- Ensure appropriate coverage and adherence to assigned schedules, including weekends when required
- Lead by example by consistently demonstrating professionalism, empathy, ownership, and excellent written communication
Requirements
What you’ll need- Advanced English, with excellent written and verbal communication skills
- At least 2–3 years of Customer Service experience
- At least 1 year of experience in a Team Lead, Supervisor, or similar leadership role
- Experience supporting customers through email and/or live chat is highly preferred
- Strong understanding of customer service KPIs such as CSAT, QA/Quality, productivity, response time, and attendance
- Excellent problem-solving and critical-thinking skills
- Strong coaching and people-management abilities
- Ability to provide constructive feedback and manage performance professionally
- Strong organizational skills and attention to detail
- Ability to remain calm and effective when handling escalations and difficult situations
- Comfortable multitasking across multiple systems and applications
- Ability to analyze performance data and identify trends or opportunities for improvement
- Proactive mindset with strong ownership and accountability
- Reliable internet connection and a distraction-free workspace
- Availability to work assigned schedules, including weekends if required