Location: Fully remote, open to applicants worldwide
Contract length: Full-time, permanent
About the role
We’re looking for a Chat Support Team Lead to manage the day-to-day operations of a support team of approximately 10 agents. In this role, you’ll own real-time execution, ensuring work is prioritized effectively, staffing is adjusted as needed, and your team consistently delivers excellent customer experiences.
You’ll work in a fast-paced environment handling live chat and phone support, managing everything from account questions and technical issues to urgent requests and complex escalations. Your role bridges frontline operations and team management—you’ll lead agents, provide coaching and feedback, step in on difficult cases, and keep the team performing at a high level every day.
What you’ll do
• Lead daily operations for your support team, ensuring work is prioritized and completed effectively while resolving high-impact issues and escalations
• Directly manage team members, providing ongoing coaching, feedback, and development while building a culture of accountability and growth
• Monitor key performance indicators including productivity and quality, identify performance gaps, and take action to keep the team on track
• Manage day-to-day staffing, scheduling, and workload allocation based on customer demand
• Maintain quality standards by working with senior team members to address errors and ensure consistent process adherence
• Serve as the leadership point of contact for complex or high-priority escalations
• Oversee onboarding and training of new team members, ensuring they gain the knowledge and confidence to work independently
• Identify workflow inefficiencies and opportunities for improvement, partnering with leadership on broader initiatives
• Collaborate across teams to investigate issues and improve the customer experience
• Build a positive team culture through regular communication, collaboration, and connection to the company’s mission
Skills/background needed
• Proven experience managing and coaching frontline teams, including performance management and accountability
• Strong operational judgment—able to quickly prioritize, make staffing decisions, and solve problems in fast-paced environments
• Highly action-oriented and accountable, comfortable managing competing priorities while maintaining quality standards
• Strong coaching skills—able to give clear, constructive feedback in the moment and through structured conversations
• Excellent communication and interpersonal skills, with the ability to build trust across teams and with leadership
• Strong attention to detail and awareness of operational issues
• Excellent written and verbal communication skills
• Ability to work Monday–Friday (Mondays are essential coverage days)
• Availability for periodic weekend or holiday on-call coverage on a rotating schedule with other leaders
Working hours
You’ll work one of two shifts:
• 6:00 a.m.–3:00 p.m. ET, or
• 11:00 a.m.–8:00 p.m. ET
Both shifts include periodic on-call coverage for weekends and holidays on a rotating basis.
Rate: Competitive entry-level pay, details shared upon application
Why join us
We value our team and offer competitive pay, flexible working arrangements, and a supportive work environment where you can make a real impact. You’ll have opportunities to develop your leadership skills, build a strong team culture, and grow within the organisation. We’re committed to creating an inclusive workplace where everyone feels valued and respected.
Ready to get started? Submit your application below.