Team Leader

SupportNinja

. Provide effective leadership and supervision to a team of representatives .

Posted 10/7/2026full-timeRemote • Texas • United StatesSenior💰 $41,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and supervisory skills in a call center environment, with a focus on team performance, customer service excellence, and operational efficiency. Proficient in coaching, mentoring, and motivating team members while utilizing customer service software and tools to enhance productivity.

Highest-signal resume keywords

Leadership ExperienceCustomer Service PrinciplesPerformance ManagementProblem-Solving SkillsCRM Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementCustomer Service PrinciplesTechnical Support PracticesCoaching and MentoringOperational Excellence

Soft Skills

Strong Communication SkillsInterpersonal SkillsResults-Oriented MindsetEmpathyTeam Collaboration

Tools & Technologies

CRM SoftwareCustomer Service ToolsVarious Software Applications

Industry Keywords

Call Center EnvironmentTeam Performance MetricsSLA MonitoringKPI AdherenceContinuous Improvement

About the role

Key responsibilities & impact

Provide effective leadership and supervision to a team of representatives
Set clear performance expectations and goals aligned with organizational objectives
Coach, mentor, and motivate team members to enhance skills, performance, and professional development
Foster a positive and collaborative team environment
Address employee concerns, conflicts, and performance issues
Monitor team performance and adherence to SLAs and KPIs
Analyze team metrics and implement strategies to improve productivity and efficiency
Collaborate with cross-functional teams to streamline processes and resolve operational challenges
Monitor and improve customer service quality and customer satisfaction
Identify training needs and coordinate training sessions
Ensure team members have necessary tools, resources, and information
Share best practices and implement consistent processes with other team leads and managers
Handle escalations, customer inquiries, and complaints as needed
Participate in team meetings and organizational initiatives
Provide reports on team performance
Communicate with clients as needed
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Participate in training programs and continuous learning modules
Maintain a positive, empathetic, and professional attitude toward customers and colleagues

Requirements

What you’ll need

3 years of experience in a role equivalent to the representatives the role will support
Minimum of 1 year experience in a leadership or supervisory role, preferably in a call center environment
Previous client-facing experience preferred
Strong communication skills, both verbal and written
Strong knowledge and understanding of customer service and technical support principles and practices
Strong problem-solving and decision-making skills
Excellent interpersonal skills to interact with team members and stakeholders at all levels
Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences
Results-oriented mindset with a focus on driving operational excellence and continuous improvement
Proficiency in using customer service software and tools such as CRM
Proficient in using computers and various software applications