You serve as the top-tier support and escalation point for your shift. As a subject matter expert, you are expected to guide, mentor, and support your team, ensuring smooth operations and high-quality customer support.

Responsibilities:

- Ensure timely and high-quality responses.

- Collaborate across teams for continuous improvement.

- Maintain CSAT quality and team productivity.

- Train, coach, and mentor team members.

- Handle escalations, staff scheduling, and reporting.

- 2–3 years of team management experience.

- Excellent communication and interpersonal skills.

- Ability to lead remote teams effectively.

- Strong multitasking and time management.

- Familiarity with CRM systems (preferred).

- Ability to perform under pressure.

- Coaching and performance development experience.

- Quick learner of CRM and back-office systems.

- Ability to recognize excellence and drive improvements.