Remote
Description
We are looking for a highly skilled and people-focused Team Leader to oversee a growing customer support team. This role plays a critical part in building and managing the company’s first-ever phone support function, ensuring exceptional service delivery, operational stability, and a compassionate customer experience.
The ideal candidate is experienced in managing phone-based customer support, comfortable operating without historical call volume data, and able to build structure, processes, and forecasting models from the ground up.
Work Hours: Monday–Friday, 9:00 AM–5:00 PM EST
Support Channels: Primary – Phone; Secondary – Email
Tech Stack: Aircall, Shopify, HelpScout
Key Responsibilities
Team Leadership & Operations
- Lead, mentor, and manage a team of customer support agents handling primarily phone support, with email support as needed.
- Develop scheduling strategies and staffing plans despite limited historical data by monitoring trends, call behaviors, and real-time volume.
- Oversee the successful implementation and optimization of the Aircall phone system.
- Maintain high-quality service standards tailored to customers who may need extra patience, clarity, and guidance.
Customer Support Excellence
- Ensure that agents can confidently assist customers with:
- Placing orders over the phone
- Answering product and sizing questions
- Payment and online ordering support
- Questions or follow-ups for existing orders
- Monitor communication quality across phone and email interactions.
- Handle escalations, complex customer concerns, or sensitive situations with professionalism and empathy.
Process & Knowledge Management
- Create and refine workflows, scripts, and process documentation suitable for customers.
- Oversee updates to the knowledge base and internal training materials.
- Identify gaps in tools, processes, or information and propose solutions.
Performance & Reporting
- Track team performance metrics, quality scores, customer sentiment, and operational KPIs.
- Provide insights on call volume, emerging customer issues, and team productivity.
- Deliver regular reports and recommendations for improvement to leadership.
Cross-functional Collaboration
- Partner with Product, Operations, and eCommerce teams to surface customer insights, sizing/product confusion trends, and common payment obstacles.
- Support special projects, data entry, and other operational tasks when call volume is low.
Requirements
- Proven experience leading a customer service or call center team, ideally in a phone-heavy environment.
- Strong understanding of customer support operations, including queue management, scheduling, and forecasting.
- Excellent English communication skills—both written and verbal.
- Exceptional empathy, patience, and ability to support customers with kindness and clarity.
- Experience using Aircall, Shopify, and HelpScout is highly preferred.
- Ability to build structure and processes in a fast-evolving, low-data environment.
- High attention to detail, strong problem-solving skills, and ability to stay calm under pressure.
Success Indicators
- High customer satisfaction and trust.
- A smoothly functioning phone support team with strong quality scores.
- Improved operational visibility through accurate reporting and forecasting.
- Well-trained, confident agents who deliver consistent service excellence.
- Efficient workflows, documentation, and knowledge resources supporting daily operations.
Peak Support and our Work-from-Home PLUS model
At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.
We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.
Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.
