Support B2B Team Lead
The role focuses on leading the team’s day-to-day performance and ensuring stable operational results. The key responsibilities include monitoring team KPIs and workload, supporting underperforming agents through coaching and performance plans, maintaining team discipline, and preparing monthly bonus calculations and regular partner reports.
The role also involves active participation in operational investigations, collaborating with partners, process development and documentation, communication of procedural changes, and collaboration with Support, VIP, QC, and L&D teams. When required, the Team Lead may support onboarding activities and conduct additional knowledge checks or blitz surveys for underperforming agents. As well as preparing weekly/monthly reports
HOW YOU WILL MAKE AN IMPACT
Ensure the team consistently meets operational KPIs, performance targets, and quality standards.
Actively participate in internal investigations and contribute to the development and implementation of complex operational processes and workflows.
Communicate process, policy, and procedural changes to the team and ensure their proper implementation.
Manage underperforming agents (below 70%) through regular coaching, constructive feedback, performance improvement plans, and progress monitoring.
Maintain and complete the monthly internal bonus matrix based on team performance indicators.
Prepare, maintain, and submit weekly and monthly performance reports for partners, including key operational insights and team performance analysis.
Contribute to the development, maintenance, and improvement of the internal knowledge base, regulatory documentation, and process guidelines, both independently and in collaboration with Support and VIP departments.
Monitor workload distribution across the team, ensuring balanced allocation of tasks and maintaining discipline, accountability, and adherence to operational standards.
Conduct onboarding sessions for new agents when the L&D Manager is unavailable.
Conduct performance blitzes and knowledge checks for underperforming agents, identifying knowledge gaps and areas for improvement.
Collaborate with the QC team on the development of test questions and assessment materials.
Support the implementation of new tools, AI-driven solutions, and automation initiatives together with the Head, with the goal of improving service quality, response times, and overall team efficiency.
WHAT WILL HELP YOU SUCCEED IN THE ROLE
Аnalytical and case-management skills: ability to work extensively with operational reports and data, dive into details, identify inconsistencies and trends, investigate complex cases, and escalate issues with all necessary context and findings.
Proven experience in Customer Support, preferably in a Team Lead, Senior Agent, or mentoring role.
Strong understanding of operational KPIs, performance management, and workload monitoring.
High attention to detail and ability to identify potential operational risks or issues before they become critical.
Ability to analyze team performance, identify underperformance, and build clear improvement plans.
Strong ownership and accountability for team results, escalations, and operational processes.
Good communication and leadership skills, including providing constructive feedback and handling difficult situations.
Strong organizational and prioritization skills with the ability to manage multiple operational tasks simultaneously.
Ability to create, improve, and maintain internal processes, procedures, reports, and documentation.
Proactive approach to process improvement, automation, AI tools, and operational efficiency.
Ability to collaborate effectively with cross-functional teams, including QC, L&D, VIP, Operations, Product, and Management.
Upper-Intermediate English or higher.
WHY YOU’LL LOVE IT HERE:
Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
Vacation days and paid sick leave—because your rest matters.
A competitive compensation that truly reflects your skills and expertise.
Employee referral bonus and gifts to celebrate your special occasions.
50% financial support for learning expenses to supercharge your professional growth!
A positive atmosphere where you always feel respected and truly belong.
Inspirational team-building activities that turn colleagues into best friends.
Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.