Job Description
Enshored is seeking an experienced and driven Customer Support Team Leader to lead and develop a high-performing team of Customer Support Heroes supporting a global company in the active and adventure travel sector. The Team Leader will be responsible for day-to-day team management, ensuring service quality, operational efficiency, and team engagement. This role is pivotal in bridging frontline customer support operations with strategic business goals, acting as both a people leader and a process champion.
Key Responsibilities
Team Leadership & Performance Management
- Lead, coach, and motivate a team of Customer Support Heroes, fostering a positive and high-performing team culture.
- Set clear performance objectives aligned with business KPIs (CSAT, response times, resolution rates, quality scores).
- Conduct regular 1-to-1 meetings, performance reviews, and coaching sessions to support individual development.
- Monito...