Technical Team Leader, English

SupportNinja

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

Posted 10/3/2026full-timeRemote • RomaniaSenior💰 RON 13,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and supervisory skills in a call center environment, with a focus on team performance, customer service excellence, and continuous improvement. Proficient in analyzing metrics and implementing strategies to enhance productivity and efficiency.

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

Team Performance MonitoringKPI ManagementProcess ImprovementTraining CoordinationCustomer Service Quality

Soft Skills

Coaching and MentoringInterpersonal SkillsEmpathyCommunication SkillsMotivational Skills

Tools & Technologies

Customer Service SoftwareCRM ToolsVarious Software Applications

Industry Keywords

Call Center EnvironmentClient-Facing ExperienceOperational ExcellenceContinuous ImprovementTeam Collaboration

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
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 necessary tools, resources, and information
Collaborate with team leads and managers to share best practices and implement consistent processes
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 KPI performance targets
Maintain knowledge of products, services, and processes through training and continuous learning
Maintain a positive, empathetic, and professional attitude toward customers and colleagues
Perform other duties as assigned

Requirements

What you’ll need

3 years 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 English 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

Benefits

Comp & perks

21 Days Annual Leave Credits
Medical
Remote Work Allowance (400 lei gross/month)
Meal tickets (40 lei/working day)
Bring Your Own Device (BYOD)
Experience infinite fun so you can have infinite growth
Training programs and continuous learning modules