WORKING TEAM LEAD – CUSTOMER SUPPORT (VTM PROGRAM) 

Job Title:  WORKING TEAM LEAD – CUSTOMER SUPPORT (VTM PROGRAM)

Department: Operations

Reports To: Fit

Job Summary:

The Working Team Lead (TL) within the VTM program is a production-focused role designed to support a small, distributed team while maintaining strong customer service levels.

This role spends 90% or more of the time in production, directly handling customer interactions across multiple channels to ensure consistent response times and service quality.

Leadership and operational support responsibilities are secondary and should not interfere with production coverage. The role plays a key part in maintaining operational excellence while contributing to a collaborative and high-performing remote environment.

Key Responsibilities:

Production (Primary Focus – 90%+ of Time)

• Handle phone support via Aircall

• Manage conversations and tickets via Intercom

• Provide support through chat and email

• Resolve customer inquiries, concerns, and issues efficiently
  
  

Maintain strong performance by:

• Meeting productivity and volume expectations

• Ensuring timely responses and resolutions

• Following established workflows and operational processes
  
  

Operational & Team Support (Secondary Responsibilities)

Coaching & QA Awareness

• Support coaching efforts based on QA audits and observed interactions

• Provide feedback to improve service quality and efficiency
  
  

Escalation Awareness & Documentation

• Identify issues that require escalation

• Ensure proper tagging and documentation in Intercom

• Support communication with advanced technical support when needed
  
  

Operational Feedback

• Identify recurring customer issues

• Highlight workflow gaps

• Recommend process improvements to operations leadership
  
  

Scheduling & Coverage Awareness

• Stay aware of team coverage needs

• Support alignment with operational scheduling decisions
  
  

Collaboration & Communication

• Work closely with operations leadership and QA teams

• Engage in a collaborative remote environment

• Contribute to continuous improvement and operational efficiency

Required Qualifications:

• Prior customer service experience (voice, chat, and/or email)

• Strong English communication skills (written and verbal)

• Ability to multitask across multiple systems

• Strong problem-solving and critical-thinking skills

• Ability to work independently in a remote setup

• High attention to detail and process adherence

• Strong accountability and ownership of performance

Preferred Qualifications:

• Experience with Aircall, Intercom, or similar platforms

• Familiarity with QA processes and coaching

• Previous Team Lead, Senior Agent, or leadership experience

• Experience working in small or asynchronous teams

Key Competencies:

• Customer Excellence: Delivers empathetic, professional, and timely support to ensure high customer satisfaction.

• Communication: Communicates clearly across phone, chat, and email, simplifying complex information.

• Technical Proficiency: Efficiently navigates systems and manages multiple customer interactions.

• Problem Solving: Resolves issues effectively and exercises sound judgment on escalation.

• Operational Excellence: Adheres to processes, meets performance targets, and ensures accuracy.

• Team Support & Collaboration: Works collaboratively and provides constructive feedback to support team success.

• Continuous Improvement: Identifies trends and recommends process enhancements.

• Adaptability: Remains flexible and maintains performance in a dynamic environment.

• Accountability: Demonstrates ownership and self-management in a remote work setup.

Physical Requirements/Work Environment

• A laptop or desktop computer running Windows 10 or later.

• Reliable high-speed internet connection with at least:

*30 Mbps download speed

*5 Mbps upload speed (testable via speedtest.net).

• Backup internet connection is required.

• A dedicated work area free from distractions and background noise

Salary Range: Will be disclosed in the job offer.