_{08th July, 2025}

Our client is looking for a Team Leader – Back End to lead and enhance client servicing through remote support channels such as live chat, call centers, and digital portals. This role is ideal for someone who thrives in a high-volume, fast-paced environment and can effectively guide remote teams while ensuring KPIs and service standards are consistently met.

Key Responsibilities:

• Oversee backend support operations including live chat, call center activity, and portal-related assistance
• Coordinate shift rosters to ensure 24/7 coverage with no service interruptions
• Act as a point of escalation for service delays, unresolved client issues, or technical concerns
• Analyze performance metrics (CSAT, AHT, NPS, resolution rates) and address any deviations
• Maintain high standards in ticket handling, chat response quality, and documentation accuracy
• Collaborate with internal teams to ensure smooth client handovers and aligned workflows
• Supervise remote teams, offering real-time coaching, support, and performance feedback
• Monitor client interactions across all service channels to identify and implement improvements
• Review chat scripts, FAQs, and escalation protocols to ensure consistency and brand alignment
• Lead initiatives to improve service speed, accuracy, and client satisfaction
• Conduct regular audits and quality checks to ensure SOP adherence and operational efficiency
• Utilize tools like CRM systems, reporting dashboards, and workflow automations to streamline operations
• Provide support in onboarding, mentoring, and upskilling backend agents and support staff
• Coordinate with tech teams for timely resolution of platform or submission-related issues
• Deliver periodic reports on team performance, trends, and service enhancement opportunities

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Customer Experience, or related field
• 3–5 years of backend client service experience, with 1–2 years in a team lead role
• Background in live chat, call center management, or portal-based client servicing
• Experience managing remote or shift-based teams in fast-paced environments
• Proficient in CRM platforms (e.g., Zoho, Zendesk, Freshdesk), queue monitoring tools, and reporting software
• Strong leadership and mentoring skills for remote teams
• Analytical mindset with experience interpreting KPIs and client feedback
• Proactive, solution-oriented, and calm under pressure
• Excellent digital communication skills across multiple platforms
• Familiar with automation tools (e.g., Zapier, Make.com) and workflow optimizations
• Detail-oriented with a client-first approach to backend support
• Accountable and disciplined in process adherence and documentation
• Fluent in English
• Additional languages are a plus

If you're a results-driven team leader with a passion for backend service excellence and digital coordination, we’d like to hear from you.

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