Client Support Team Lead

About Our Client:
The organization operates within the retail industry by integrating human creativity with advanced data science and Generative AI to transform personalized shopping. It focuses on delivering innovative personalized retail solutions while investing in its team’s growth.
About the Opportunity:
The CLIENT SUPPORT TEAM LEAD role involves leading and motivating a remote team responsible for delivering personalized client service across multiple communication channels. This position drives team performance, improves service quality, and fosters a collaborative culture, playing a crucial role in managing operational effectiveness and adapting to evolving business needs.
Responsibilities:
Lead and develop a remote team of 8–12 Client Support Coordinators, setting clear expectations and providing coaching and feedback.
Monitor and improve team productivity, quality, client satisfaction, and employee engagement through performance management.
Manage daily support operations including workflows, scheduling, escalations, and reporting.
Lead change adoption and continuous improvement initiatives within the team.
Support recruiting, contribute to cross-functional programs, and leverage technology and AI tools to enhance team performance.
Requirements:
Minimum 4 years of customer or client support experience across phone, email, and chat, with at least 2–3 years leading client-facing teams.
Proven ability to coach, develop, and manage individual contributors, including performance management.
Strong knowledge of customer support metrics and ability to analyze and act on performance trends.
Experience managing daily operations in a fast-paced environment.
Excellent communication skills for clear direction and escalation resolution.
Strong organizational and problem-solving skills with ability to manage priorities and lead through change.
Experience leading remote teams with effective coaching and engagement.
Familiarity with customer support platforms, performance-management systems, project-management tools, and AI technologies.
Availability to provide on-call support outside business hours as needed.
Pay Range and Compensation Package:
The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes