Remote Team Leader - Customer Support

About the role

A remote service delivery team needs a Team Leader to manage, coach and support a team that helps customers with technical issues. The Team Leader keeps tickets handled efficiently, maintains high service quality and follows issues through to resolution or escalation. The role reports to the Service Delivery Manager and is full-time at 44 hours per week.

Key responsibilities

• Manage, coach and develop team members through regular feedback and performance discussions
• Monitor attendance, productivity, quality and individual performance, and address performance gaps constructively
• Track KPIs such as CSAT, quality scores, response times, ticket resolution and SLA adherence, and run improvement plans
• Oversee ticket queues, ensure accurate documentation and timely follow-ups, and coordinate escalations between team members, senior support staff and other teams
• Maintain service quality while meeting operational targets and client expectations

Required profile

• 2+ years as a Team Leader or Supervisor in customer support, help desk, service desk or a related environment
• Excellent written and spoken English and strong interpersonal skills
• Ability to handle difficult conversations and stay calm under pressure
• Proactive, adaptable and able to work independently in a remote setting; flexible to rotate shifts including nights, weekends and public holidays
• Experience in customer support, technical support, help desk, service desk or SaaS support is beneficial

Required skills

• Familiarity with ticketing systems and structured issue-resolution processes
• Knowledge of Zendesk, Jira Service Management or ServiceNow is an advantage
• Basic understanding of IT support concepts is a plus, but deep technical expertise is not required

What we offer

• 100% work-from-home
• Career development in a fast-growing, global company
• The chance to lead a team supporting an international client