Team Leader – Customer Support, Phone & Email
Peak Support
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Oversee a growing customer support team
- Lead, mentor, and manage a team of customer support agents handling primarily phone support
- Develop scheduling strategies and staffing plans despite limited historical data by monitoring trends, call behaviors, and real-time volume
- Oversee the successful implementation and optimization of the Aircall phone system
- Monitor communication quality across phone and email interactions
- Handle escalations, complex customer concerns, or sensitive situations with professionalism and empathy
- Create and refine workflows, scripts, and process documentation suitable for customers
- Track team performance metrics, quality scores, customer sentiment, and operational KPIs
- Partner with Product, Operations, and eCommerce teams to surface customer insights
Requirements
- Proven experience leading a customer service or call center team, ideally in a phone-heavy environment.
- Strong understanding of customer support operations, including queue management, scheduling, and forecasting.
- Excellent English communication skills—both written and verbal.
- Exceptional empathy, patience, and ability to support customers with kindness and clarity.
- Experience using Aircall, Shopify, and HelpScout is highly preferred.
- Ability to build structure and processes in a fast-evolving, low-data environment.
- High attention to detail, strong problem-solving skills, and ability to stay calm under pressure.
Benefits
- Positive, encouraging and performance-driven culture
- Ability to work from home
- Opportunities for growth
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer support operationsqueue managementschedulingforecastingperformance metricsquality scoresoperational KPIsworkflow creationprocess documentation
Soft Skills
leadershipmentoringcommunicationempathypatienceproblem-solvingattention to detailcalm under pressure