{"id":3415047,"url":"https://alion.io/job/helpware-night-time-team-lead","title":"Night Time Team Lead","company":{"id":454250,"name":"Helpware","domain":"helpware.com","url":"https://alion.io/company/helpware-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lima, Peru"],"countries":["PE"],"hiring_countries":["PE"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-28T15:37:56Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-01T00:26:26Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Team Lead | Customer Service | Peru | On-site | Night Shift\nHere’s the deal!\nThis is more than a Team Lead role-it’s an opportunity to lead a customer service team responsible for creating great experiences for players while resolving issues quickly, accurately, and professionally.\nAs a Team Lead, you'll be responsible for guiding and supporting a team of Customer Service Representatives handling customer interactions through email and live chat. You'll help your team navigate billing questions, account inquiries, disputes, and general questions related to sweepscoins while ensuring they consistently meet quality, productivity, and customer experience expectations.\nYou'll be the first point of escalation for your team, helping representatives solve complex cases, providing coaching and feedback, identifying process gaps, and working closely with internal teams to ensure customers receive the right resolution.\nYour day-to-day!\nLead, support, and motivate a team of Customer Service Representatives\nMonitor team performance against quality, productivity, attendance, and customer experience goals\nProvide real-time support and guidance for complex customer interactions and escalations\nReview customer interactions to identify coaching opportunities and ensure compliance with processes and policies\nCoach team members on communication, problem-solving, de-escalation, and customer experience\nHandle escalated billing inquiries, payment issues, disputes, and account-related concerns\nEnsure accurate documentation and adherence to established processes\nIdentify recurring customer issues and communicate trends to Operations and internal teams\nConduct regular one-on-ones, coaching sessions, and performance follow-ups\nProvide clear feedback and create action plans when performance improvement is needed\nSupport new-hire onboarding, nesting, and ongoing training as required\nWork closely with Operations, Quality, Training, and other internal teams to resolve issues and improve processes\nHelp identify opportunities to improve workflows, knowledge resources, and customer experience\nMaintain team engagement and accountability in a fast-paced environment\nEnsure appropriate coverage and adherence to assigned schedules, including weekends when required\nLead by example by consistently demonstrating professionalism, empathy, ownership, and excellent written communication\nWhat you need\nAdvanced English, with excellent written and verbal communication skills\nAt least 2-3 years of Customer Service experience\nAt least 1 year of experience in a Team Lead, Supervisor, or similar leadership role\nExperience supporting customers through email and/or live chat is highly preferred\nStrong understanding of customer service KPIs such as CSAT, QA/Quality, productivity, response time, and attendance\nExcellent problem-solving and critical-thinking skills\nStrong coaching and people-management abilities\nAbility to provide constructive feedback and manage performance professionally\nStrong organizational skills and attention to detail\nAbility to remain calm and effective when handling escalations and difficult situations\nComfortable multitasking across multiple systems and applications\nAbility to analyze performance data and identify trends or opportunities for improvement\nProactive mindset with strong ownership and accountability\nReliable internet connection and a distraction-free 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