Customer Support Team Lead (В2)

We are opening a position for a Team Lead in our Service Delivery Department at WOW 24−7.

This role is key to ensuring exceptional service delivery, strong team performance, and seamless client communication.

The Team Lead will oversee daily operations of multiple shared or dedicated projects, monitor KPIs, drive process improvement, and coach agents to achieve excellence in quality, productivity, and compliance.

The role requires a proactive, data-driven leader who combines analytical thinking, people management, and client-facing communication skills.

Requirements:

• Minimum 1+ year of experience as a Team Lead, Supervisor, or QA/SME in a BPO or customer service environment
• Strong knowledge of operational KPIs (SLA, AHT, FRT, QA, utilization, etc.)
• Excellent leadership, communication, and conflict management skills
• Experience managing remote and multicultural teams
• Strong analytical skills and proficiency in Excel/Google Sheets dashboards and reporting
• Experience with CRM and helpdesk systems (Zendesk, Gorgias, Intercom, Freshdesk, etc.)
• Upper-Intermediate English (B2+) level or higher, both written and spoken
• Strong understanding of ISO 9001 / 27001 compliance principles and data protection.

Responsibilities: 🔹 Daily Operational Management

• Ensure all agents are logged in and working via RDP; check readiness and technical accessibility
• Monitor SLA, backlog, and open cases, adjusting daily actions to maintain KPIs
• Review team attendance, schedule adherence, and workload balance
• Conduct daily stand-ups, communicate priorities, and address urgent escalations
• Track internal correspondence and client escalations, ensuring timely resolution.
• Ensure all incident reports and shift reports are completed daily
• Supervise new hire onboarding, training, and shadowing sessions

🔹 Performance & Quality Management

• Monitor all key customer service metrics (AHT, FRT, Resolution Rate, Escalation Rate, etc.)
• Track and report SLA breaches; prepare corrective action plans
• Conduct 1:1 coaching sessions, feedback, and QA follow-ups
• Analyze team and individual statistics; identify trends and initiate improvements
• Review and submit monthly KPI and project statistics by the 1st day of each month
• Collaborate with QA to maintain and improve service quality and accuracy

🔹 Leadership & Communication

• Maintain transparent, motivational communication within the team
• Conduct regular team meetings and ensure psychological safety and engagement
• Support HR with attrition and absenteeism management
• Handle client communication regarding performance, updates, and improvement actions.
• Participate in client meetings, providing KPI reviews and operational insights
• Manage onboarding/offboarding processes and ensure full compliance with internal policies

🔹 Reporting & Compliance

• Prepare daily, weekly, and monthly reports (shift reports, SLA breaches, KPIs, project stats)

• Ensure adherence to ISO, data protection, and client-specific compliance rules

• Maintain accurate data in Hurma, Academy Ocean, and project dashboards

🔹 Continuous Improvement

• Initiate and lead process improvement projects to increase efficiency and quality

• Update and maintain knowledge bases and training materials in Academy Ocean

• Proactively identify risks, escalations, and opportunities for improvement

• Support cross-functional collaboration with QA, HR, CSM, and Onboarding teams

Would be a plus:

• Experience in tech support projects
• Experience in multi-project / shared team environments
• Familiarity with project profitability and utilization management

Work conditions:

• Remote work
• The probation period is 2 months
• Flexible days off (2 per week)

• Standard business hours with flexibility based on project needs: Monday to Friday, 10:00−18:00
• 18 paid vacation days per year to rest and recharge
• 15 paid sick leave days to cover unforeseen situations
• An open and friendly team where ideas and initiative are truly valued
• The opportunity to influence processes and suggest improvements that make work more comfortable and effective.