What You’ll Do
- Coach and develop your team through regular 1:1s, actionable feedback, and ongoing mentorship, while holding agents accountable for results
- Drive performance and consistency across key metrics (CSAT, QA, SLA, productivity) by reinforcing playbooks, SOPs, and coverage models
- Own quality assurance for your team by grading cases, leading QA sessions, and addressing knowledge or behavior gaps
- Use data to drive improvement, analyzing performance trends and customer feedback to inform coaching and process enhancements
- Build a positive, motivating team culture where agents feel supported, recognized, and empowered to do their best work
- Lead through change, ensuring adoption of new tools, workflows, and AI-powered processes with clarity and confidence
- Collaborate with peers and leaders, modeling open feedback, idea-sharing, and cross-functional problem-solving
- Partner cross-functionally with CX Ops, Product, and Engineering to surface issues, test improvements, and enhance the customer experience
- Stay close to the frontline by handling escalations and occasionally taking calls or tickets
What You’ll Need
- 2+ years of people leadership experience
- 3+ years in a customer-facing technical support role
- Excellent written and verbal communication skills
- Proven ability to deliver tailored coaching that drives individual and team growth
- Strong time management and prioritization skills in fast-paced environments
- Confidence giving and receiving feedback at all levels
- Comfort leading teams through change and adopting new tools, including AI-driven solutions
Nice to Have
- Experience in a high-growth or startup environment
- Exposure to FinTech or financial services
- Familiarity with AI-powered tools or automation in customer support