Customer Support Team Leader

About the role

As a Customer Support Team Leader at Holafly, you will guide a remote, global team of Customer Service Representatives to deliver seamless eSIM connectivity experiences for travelers. You will be responsible for maintaining high service standards, driving performance through data, and fostering a supportive environment for your team.

Key responsibilities

• Lead, coach and mentor a remote team of Customer Service Representatives, ensuring consistent achievement of KPIs and SLAs.
• Monitor real‑time performance, taking proactive actions to meet service delivery standards.
• Conduct weekly one‑on‑one meetings to support professional development and address performance needs.
• Manage schedule adherence, covering holidays, days off and other absences in line with Workforce Management requirements.
• Track metrics such as response time, resolution rate and customer satisfaction, implementing improvements where needed.
• Document team performance and processes to ensure compliance and operational excellence.
• Act as backup for the Customer Operations Manager, ensuring continuity of leadership.
• Facilitate communication between frontline agents and managers to resolve issues efficiently.

Required profile

• Minimum 2 years of experience leading or supervising a customer service or call‑center team, preferably in BPO, travel or tech environments.
• Proven ability to manage, coach and develop high‑performing remote or hybrid teams.
• Strong understanding of customer service operations, KPIs and quality assurance processes.
• Excellent written and verbal communication skills in English.
• Data‑driven mindset with experience using dashboards and performance metrics to guide decisions.
• Empathetic leadership style that balances people management with operational excellence.
• Experience handling escalations and complex customer situations effectively.

Required skills

• Dashboard analysis and performance metrics tracking