Outsourcey

Team Lead – Customer Service, Financial Industry Experience

Outsourcey

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Manage, mentor, and motivate our offshore support team to consistently deliver an exceptional customer experience
  • Monitor team performance and provide coaching, training, and feedback to help your team grow
  • Conduct regular team meetings to review performance, discuss customer feedback, celebrate wins, and identify areas for improvement
  • Respond to customer inquiries primarily via tickets, email, and chat, with occasional phone support
  • Troubleshoot issues and provide solutions that reflect Weel’s customer-first approach
  • Handle escalations and support team members with complex or sensitive cases
  • Maintain accurate data, i.e. records of customer interactions and resolutions
  • Develop, refine, and implement customer support processes to increase efficiency and satisfaction
  • Identify trends in customer issues and collaborate with product, operations, and marketing teams to suggest improvements
  • Act as a voice of the customer, helping shape a seamless experience for all users

Requirements

  • 3–5 years of experience in customer support, including 1–2 years in a leadership role
  • Proven ability to manage, motivate, and grow a team while staying hands-on in support
  • Strong written and verbal communication skills, with confidence in handling difficult conversations
  • Critical thinker who can assess situations quickly and implement effective solutions
  • Comfortable using Zendesk and other SaaS platforms (e.g HubSpot)
  • Strong organisational skills and ability to manage multiple priorities.
Benefits
  • Competitive salary
  • Opportunity to shape the HR function of a rapidly growing BPO.
  • Work closely with a team of industry leaders who have successfully scaled BPOs in the past.
  • Career growth and development opportunities.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportteam managementperformance monitoringcoachingtroubleshootingdata managementprocess developmenttrend analysissolution implementationcustomer experience enhancement
Soft Skills
mentoringmotivationcommunicationcritical thinkingorganizational skillsproblem-solvingteam collaborationadaptabilityconflict resolutioncustomer advocacy