Team Leader

SupportNinja

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

Posted 10/13/2026full-timeRemote • Texas • United StatesSenior💰 $41,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and team management skills, with a focus on achieving performance targets and enhancing customer service quality. Proficient in analyzing metrics to drive operational improvements and fostering a collaborative team environment.

Highest-signal resume keywords

Leadership ExperienceCustomer Service PrinciplesPerformance ManagementProblem-Solving SkillsFintech Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Team Performance MonitoringKPI AnalysisProcess OptimizationTraining CoordinationCustomer Support Principles

Soft Skills

Strong Communication SkillsInterpersonal SkillsMotivational LeadershipEmpathyConflict Resolution

Tools & Technologies

CRM SoftwareCustomer Service ToolsGeneral Computer Applications

Industry Keywords

FintechCall CenterCustomer SupportOperational ExcellenceContinuous 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 while fostering 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, resolve operational challenges, and optimize workflows
Monitor and improve customer service quality and customer satisfaction
Stay updated with industry best practices and trends to drive process improvements and innovation
Identify training needs and coordinate training sessions
Ensure team members have the tools, resources, and information needed to perform their roles
Collaborate with team leads and managers to share best practices and implement consistent processes
Handle escalations and customer inquiries or 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

Minimum of three (3) years of experience in a role equivalent to the representative position supported
Minimum of one (1) year of leadership, supervisory, or team lead experience within a call center or customer support environment preferred
Previous client-facing experience preferred
Strong verbal and written communication skills
Strong knowledge of customer service and technical support principles and practices
Strong problem-solving and decision-making ability
Excellent interpersonal skills to interact with team members, stakeholders, and clients 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 focus on driving operational excellence and continuous improvement
Proficiency in customer service software and tools, such as CRM, and in general computer applications
Demonstrated integrity in leadership, team engagement, performance management, and relationship-building
Must have prior experience working in the fintech industry