Jobgether
Team Leader – Customer Support & Operations
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Team Leader - Customer Support & Operations
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Leader - Customer Support & Operations based in the United Kingdom.
This is an excellent opportunity for an experienced customer support leader to oversee daily operations within a fast-paced, remote-first environment. In this role, you will lead a frontline support team, ensuring exceptional service delivery while driving operational efficiency and team performance. You'll act as the primary decision-maker during your shift, resolving complex issues, coaching team members, and identifying opportunities to improve processes. Working closely with cross-functional stakeholders, you'll help create a culture of accountability, continuous improvement, and customer-centric excellence. This position is ideal for a proactive leader who enjoys empowering teams, making informed decisions, and delivering measurable business impact in a dynamic international setting.
Accountabilities
- Lead the day-to-day operations of the customer support team during assigned shifts, ensuring smooth workflow management and consistent service delivery.
- Monitor team performance using key operational metrics such as response times, customer satisfaction, and quality assurance scores, taking proactive action to address performance gaps.
- Serve as the primary escalation point for complex customer inquiries and operational challenges, resolving issues efficiently while minimizing the need for senior management involvement.
- Coach, mentor, and develop team members to improve service quality, product knowledge, problem-solving skills, and operational independence.
- Ensure adherence to established standard operating procedures (SOPs), quality standards, and internal workflows while identifying opportunities for process optimization.
- Analyze operational trends, prepare performance reports, and provide actionable recommendations that support continuous improvement initiatives.
- Collaborate with leadership and cross-functional teams to enhance customer experience, strengthen operational processes, and support business growth.
- Foster a culture of accountability, ownership, collaboration, and continuous learning across the customer support function.
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Requirements
- 4+ years of experience in Customer Support, Customer Operations, or a related field, including at least 2 years in a leadership, supervisory, or mentoring role.
- Proven ability to lead remote customer support teams while maintaining high levels of engagement, accountability, and performance.
- Strong leadership skills with the confidence to make informed decisions and resolve operational challenges independently.
- Excellent analytical abilities with experience using customer support metrics to drive team performance and operational improvements.
- Outstanding written and verbal communication skills in English.
- Strong coaching and mentoring capabilities with a passion for developing high-performing, self-sufficient teams.
- Highly organized, resourceful, and proactive, with excellent time management and problem-solving skills.
- Comfortable working in a fast-paced environment with evolving priorities and a high degree of ownership.
- Reliable home office setup with a stable internet connection and availability to work U.S. business hours.
- Experience with SaaS platforms, telehealth services, CRM systems, or other technology-driven customer support environments is considered an advantage.
Benefits
- Fully remote position with the flexibility to work from Germany.
- Opportunity to lead a globally distributed customer support team.
- High level of ownership and autonomy in daily operations.
- Direct impact on customer experience and operational performance.
- Collaborative, fast-paced, and remote-first work environment.
- Clear opportunities for career progression into broader operations leadership roles.
- Dynamic culture that values initiative, accountability, and continuous improvement.
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How Jobgether Works
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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