Team Lead – Customer Service, Financial Industry Experience

Outsourcey

Team Lead managing and mentoring offshore support team for Outsourcey. Delivering exceptional customer service in the financial industry through leadership and operational excellence.

Posted 4/15/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportteam managementperformance monitoringcoachingtroubleshootingdata managementprocess developmenttrend analysissolution implementationcustomer experience enhancement

Soft Skills

mentoringmotivationcommunicationcritical thinkingorganizational skillsproblem-solvingteam collaborationadaptabilityconflict resolutioncustomer advocacy