Team Lead Supervisor – Customer Service

About the role

We are looking for a motivated Customer Service Team Lead Supervisor to guide a group of support agents and ensure outstanding service across chat, social media, email and phone. In this hands‑on position you will balance people‑management duties with direct customer interaction and continuous process improvement.

Key responsibilities

• Lead, mentor and motivate a team of customer service representatives.
• Provide first‑line support on multiple channels and handle escalated issues.
• Conduct performance reviews, give feedback and develop training programs for new and existing staff.
• Monitor metrics, enforce service level agreements and drive process enhancements.
• Collaborate with other departments to deliver seamless customer experiences.

Required profile

• Minimum 3 years of experience in a supervisory or team‑lead role within a customer service environment.
• Excellent written and verbal English communication (near‑native level).
• Strong interpersonal skills and a passion for developing team members.

Required skills

• Proficiency with CRM platforms, specifically Gorgias.
• Advanced use of Microsoft Excel and Google Sheets.
• Experience managing chat, social media, email and phone support channels.