Team Leader | US

Description

At Peak Support, we are passionate about delivering exceptional service to our customers and clients. As a rapidly growing services provider, we offer a wide range of services including customer support, sales operations, and business process outsourcing to high-growth companies. Our commitment to providing outstanding customer experiences and supporting our clients as they grow, and scale is at the heart of everything we do.

Our mission is to empower our team to innovate and deliver beyond expectations. We are seeking a Team Leader who embodies Peak Support's core values and shares our deep commitment to our clients and team members. If you are driven by a passion for excellence and want to be part of a dynamic, client-focused team, we would love to hear from you.

We offer:  

• Competitive compensation and excellent benefits.
• Comprehensive training and development programs.
• A fun, inclusive workplace culture.
• Opportunities for personal and professional growth.

Ready to take the next step in your career?

What you’ll do:

• Act as the main point of contact for all team members regarding questions about any processes or products.
• Work hand in hand with Training associates to get new hires up to speed.
• Review calls and tickets to ensure that SLAs are met.
• Send nightly updates or end-of-day reports.
• Handle calls and tickets as needed and continue to provide excellent service to clients or customers.
• Monitor calls and assist with Quality Assurance audits.
• Periodically or daily, monitor the team’s attendance.
• Update the leadership team on any issues/updates about the accounts.

We’re looking for a Team Leader with:

• Strong verbal and written English skills.
• Experience supporting an eCommerce account (preferred).
• A strong background in performance management concepts.
• Openness to shifting schedules, flexibility regarding work hours, and availability to work on holidays.
• Excellent coaching knowledge and skills.
• Ability to work under pressure.
• Above-average English written and verbal communication skills.
• Demonstrated track record in achieving targets and improving agent performance.
• Service and customer-focused mindset.
• Strong analytical skills and attention to detail.
• Strong decision-making and problem-solving abilities.
• Knowledge of call center tools and processes.
• Ability to develop a plan and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in activities necessary to achieve company goals.