Roles: Team Lead / Supervisor for a live chat support team
Rate: Competitive entry-level pay, details shared upon application.
Contract length: Full-time, permanent
Skills/background needed: No prior management experience required. We provide full training.
Location: Local positions available.
Schedule: Monday–Friday, standard business hours
About the role
We’re looking for a Team Lead to oversee a group of chat support specialists who handle customer inquiries and support requests. You’ll work on-site and be responsible for helping your team succeed, monitoring their performance, and ensuring customers receive great support every day.
This is a hands-on leadership role where you’ll split your time between coaching team members, reviewing their work, addressing performance topics, and working directly with management to solve operational challenges.
What you’ll do
• Lead and support a team of chat support specialists
• Provide coaching, feedback, and performance guidance to team members
• Monitor team attendance, schedules, productivity, and quality of customer interactions
• Conduct one-on-one meetings and performance reviews
• Identify areas where team members can improve and create development plans
• Address performance issues professionally and fairly
• Foster a positive and accountable team environment
• Oversee daily workflows and ensure processes are followed correctly
• Monitor work completion and ensure customer requests are handled on time
• Spot bottlenecks in workflows and suggest improvements
• Ensure fair distribution of work across the team
• Escalate customer or operational issues when needed
• Help develop training materials and standard operating procedures
• Review chat transcripts and quality of customer interactions
• Provide constructive feedback based on performance data
• Ensure accurate documentation and follow-up on all customer issues
• Track team performance against goals and customer expectations
• Help onboard and train new team members
• Reinforce proper communication and documentation practices
• Identify common training needs and coordinate skill-building sessions
• Serve as the main point of contact for team questions and escalations
• Communicate team performance and operational needs to management
• Help resolve customer-related issues and complaints
• Keep the team informed about policy and process changes
Who we’re looking for
The ideal candidate is a natural leader who enjoys supporting and developing people. You should be someone who:
• Has experience in a supervisory, team lead, or management role (or equivalent hands-on leadership)
• Understands customer service and support operations
• Can manage teams with fairness and empathy
• Holds people accountable while providing real support
• Is comfortable having direct conversations about performance
• Uses data and metrics to guide decisions
• Is organised and detail-oriented
• Can spot problems and develop practical solutions
• Communicates clearly and professionally
• Works well with multiple computer systems and tools
• Can manage time effectively and multitask
• Has strong problem-solving and conflict-resolution skills
What we offer
• Full training provided in all systems and processes
• Supportive team environment
• Opportunities to develop your leadership and coaching skills
• Clear pathways for career growth
• Standard employee benefits
• Flexible support and mentorship as you grow into the role
Why this role
If you’re organised, results-driven, and enjoy developing people and improving operations, this is a great opportunity to step into a leadership role with a supportive team. We value leaders who lead by example and care about their team’s success.
Ready to get started? Submit your application below.