Team Leader – Customer Support & Operations

About the role

This role is a remote‑first Team Leader position overseeing a frontline customer support team in Ireland. You will be responsible for ensuring high‑quality service delivery, operational efficiency and continuous improvement in a fast‑paced, international environment.

Key responsibilities

• Lead day‑to‑day operations of the support team during assigned shifts, managing workflow and service consistency.
• Monitor performance metrics such as response times, customer satisfaction and quality scores, taking proactive actions to close gaps.
• Act as the primary escalation point for complex inquiries and operational challenges, resolving issues with minimal senior involvement.
• Coach, mentor and develop team members to enhance product knowledge, problem‑solving abilities and operational independence.
• Ensure adherence to SOPs, quality standards and internal workflows while identifying process‑optimization opportunities.
• Analyze trends, prepare performance reports and provide actionable recommendations for continuous improvement.
• Collaborate with cross‑functional stakeholders to improve customer experience and support business growth.

Required profile

• 4+ years of experience in customer support or operations, including at least 2 years in a leadership or supervisory role.
• Proven ability to lead remote support teams while maintaining high engagement and performance.
• Strong decision‑making and analytical skills, with experience using support metrics to drive improvements.
• Excellent written and verbal communication in English.
• Highly organized with a passion for coaching and developing high‑performing teams.

Required skills