Team Lead

Responsibilities:

• Lead, mentor, and manage a team of professionals supporting the NA region.
• Monitor daily operations and ensure timely delivery of client and internal deliverables.
• Provide hands-on support for escalated technical issues and act as a liaison with engineering or product teams when necessary.
• Drive performance metrics (SLAs, KPIs) and ensure high-quality service delivery. • Coordinate with global teams to ensure alignment across regions.
• Identify training needs and foster a culture of continuous learning and improvement.
• Manage scheduling, shift planning, and workforce capacity based on business demands.
• Contribute to process optimization and documentation of best practices.
• Assist in hiring, onboarding, and performance evaluations for the team.

Qualifications:

• 5+ years of professional experience, with at least 2 years in a leadership or supervisory role.
• Solid understanding of technical concepts, such as systems operations, software support, or data platforms (adapt this based on your domain).
• Strong problem-solving, analytical, and organizational skills.
• Experience with tools like MS office, excel, outlook.
• Ability to lead distributed teams and work across time zones.
• Excellent communication skills in English, both verbal and written.
• Experience working in a fast-paced, multicultural environment.

Preferred Skills:

• Experience managing teams in customer service, operations, or support roles.
• Strong interpersonal and conflict resolution skills.
• Familiarity with working in cross-functional or global teams.
• Ability to stay organized and manage priorities in a fast-paced environment.
• A proactive approach to improving processes and team performance.