Team Lead

Key Responsibilities 1. Autonomous Team Leadership & Management (Minimal Guidance Focus) Self-Directed Operation: Take full ownership of the team's daily operations and outcomes with minimal supervision. Lead a remote team of 15–20 customer service/account support representatives across multiple countries. Act as the primary decision-maker for operational queries, frontline issues, and partner-related escalations. Performance Accountability: Independently monitor, track, and analyze team KPIs including CSAT, response time, resolution rate, quality scores, churn indicators, order volume, and partner satisfaction. Develop data-driven action plans to continuously improve team results. Resource Management: Manage remote team scheduling, shift coverage, and workload distribution to ensure optimal productivity across time zones. Maintain consistent performance and service availability without needing constant oversight. Reporting & Insights: Prepare and present routine performance reports to management. Highlight risks, opportunities, trends, and cross-functional insights, while proposing clear solutions and recommendations. Strategic Alignment: Collaborate with leadership to ensure team goals align with broader business objectives, supporting roadmap and strategy discussions that impact customer and partner experience. 2. Process Agility & Change Management Process Implementation: Quickly absorb new processes, policies, product updates, and technical changes. Ensure flawless execution across a globally distributed team with minimal ramp-up. Training & Communication: Act as the primary change agent by converting new processes or product updates into clear, actionable guidelines, training modules, and communication briefs for the team. Feedback Loop: Proactively collect feedback from representatives and partners, identify friction points in workflows, and provide improvement suggestions to leadership and relevant cross-functional teams (Sales, Marketing, Product). Cross-Functional Collaboration: Work closely with Sales, Marketing, and Product teams to streamline communication, improve processes, and drive a seamless customer/partner experience end-to-end. Tracking & Documentation Ownership: Own the lifecycle of all process documentation, including SOPs, knowledge base articles, and tool guides. Ensure immediate and accurate updates after any process or system change. 3. Coaching, Development, and Quality Assurance Coaching & Mentoring: Lead, coach, and develop representatives and account managers through structured 1:1s, performance reviews, and calibration sessions. Provide targeted feedback to grow skills, reduce churn, and improve partner and customer outcomes. Quality Oversight: Conduct ticket audits, call reviews, and account interaction assessments to ensure adherence to quality standards and evolving processes. De-escalation & Issue Resolution: Serve as the primary point of contact for complex or escalated customer/partner issues, ensuring fast, effective resolution while using these incidents as learning opportunities for the team. Language Requirement: Portuguese and English Required Qualifications and Skills Experience & Capabilities 3+ years relevant experience Autonomy: Proven experience leading remote or distributed teams with strong independent decision-making abilities. Leadership: Demonstrated ability to coach, develop, and elevate performance of customer service or account management teams. Adaptability: Strong track record of leading teams through organizational change, new product rollouts, and evolving service models. Technical Acumen: Proficiency with CRM platforms (Salesforce, Zendesk, HubSpot, or similar) and customer support tools used for workflow, performance, and reporting. Analytical Skills: Ability to interpret and act on performance data, identify trends, recommend improvements, and implement strategic initiatives. Communication: Excellent written and verbal communication skills, with the ability to simplify complex policies or product details. Ownership Mindset: Highly proactive, resourceful, and accountable with a strong bias for action and continuous improvement. Preferred Qualifications Experience managing teams in fast-scaling or rapidly evolving industries. Familiarity with process improvement methodologies (Lean, Six Sigma, Kaizen). Experience in account management functions involving partner satisfaction, churn reduction, or relationship management. Background in coaching methodologies and performance calibration tools.