{"id":2424707,"url":"https://alion.io/job/supportninja-team-leader-2","title":"Team leader","company":{"id":6256,"name":"SupportNinja","domain":"supportninja.com","url":"https://alion.io/company/supportninja","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":41600,"max":null,"currency":"USD","period":"year","gross":null,"usd_annual":41600},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T06:15:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-13T11:37:25Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Work Setup:Remote/WAH\nSalary:$41,600/year\nThe Team Leader is responsible for leading and supporting a team of representatives within a call center environment to ensure operational performance, service quality, and exceptional customer experiences. This role provides coaching, guidance, performance management, and day-to-day operational support while driving productivity, employee engagement, and adherence to company standards and KPIs.\nWhat does a day in the life of a Team Leader look like?\nProvide effective leadership and supervision to a team of representatives\n\nSet clear performance expectations and goals for team members and ensure they are aligned with organizational objectives\n\nCoach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment\n\nAddress employee concerns, conflicts, and performance issues in a timely and effective manner\n\nMonitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)\n\nAnalyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency\n\nCollaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows\n\nContinuously monitor and improve customer service quality, ensuring high levels of customer satisfaction\n\nStay updated with industry best practices and trends to drive process improvements and innovation within the team\n\nIdentify training needs and coordinate training sessions to enhance the skills and knowledge of team members\n\nEnsure team members are equipped with the necessary tools, resources, and information to effectively perform their roles\n\nCollaborate with other team leads and managers to share best practices and implement consistent processes\n\nServe as a point of contact for escalations and handle customer inquiries or complaints as needed\n\nContribute to team meetings and participate in organizational initiatives to drive positive change and growth\n\nProvide reports on team performance as required\n\nRegularly communicate with clients as needed\n\nAdhere to company policies and procedures\n\nMeet or exceed performance targets for related KPIs\n\nContinuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules\n\nMaintain a positive, empathetic, and professional attitude toward customers and colleagues at all times\n\nWhat are the required qualifications of a Team Leader?\nMinimum of three (3) years of experience in a role equivalent to the representative position supported\nMinimum of one (1) year of leadership, supervisory, or team lead experience within a call center or customer support environment preferred\nPrevious client-facing experience preferred\nStrong verbal and written communication skills \nStrong knowledge of customer service and technical support principles and practices\nStrong problem-solving and decision-making ability\nExcellent interpersonal skills to interact with team members, stakeholders, and clients at all levels\nProven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences\nResults-oriented mindset with focus on driving operational excellence and continuous improvement\nProficiency in customer service software and tools, such as CRM, and in general computer applications\nDemonstrated integrity in leadership, team engagement, performance management, and relationship-building\nMust have prior experience working in the fintech industry.\nIf you are interested, you can access your instant interview here:https://alpharun.com/i/GzOuo_2z1TXcexXzvjJ1Z\nDisclaimer:\nThe duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.\nSupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.","description_format":"text","description_chars":4333,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-13T07:05:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":33,"reasons":["conf:2","win:early"],"computed_at":"2026-10-13T14:37:08Z"},"pay":{"stated_usd_annual":41600,"is_top_pay":false},"html_url":"https://alion.io/job/supportninja-team-leader-2","json_url":"https://alion.io/job/supportninja-team-leader-2.json","meta":{"generated_at":"2026-10-13T14:37:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22415,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6256},"rest":"https://alion.io/mcp/rest/get_company?id=6256"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsupportninja-team-leader-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsupportninja-team-leader-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsupportninja-team-leader-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/supportninja-team-leader-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsupportninja-team-leader-2"}]}