Technical Team Leader, English
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Job Description
Technical Team Leader leading and coaching customer-service representatives for SupportNinja. Driving KPIs, technical support quality, productivity, and operational improvement remotely in Romania.
Responsibilities:
- 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:
- 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:
- 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
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