Customer Service Team Lead (English, C1) in WOW24-7

We are looking for a Shared Team Leader to support WOW24-7’s multi-project environment. This role is ideal for an experienced team leader with excellent English communication skills, strong operational awareness, and the flexibility to work across several client programs daily.

The Shared Team Leader will dedicate approximately 2–3 hours per day per program to ensure service quality, team performance, and smooth operations. In addition to leadership responsibilities, this role requires readiness to temporarily support the line of business (LOB) as an agent when coverage is needed, such as during periods when agents are unavailable due to illness or other reasons.

Requirements:

Excellent English (C1—C2) with little to no accent.
Previous experience as a Team Leader in customer support, BPO, or a related field.
Ability to manage multiple programs and switch contexts efficiently.
Strong leadership, coaching, and communication skills.
Comfortable with sales-related activities (upselling, presenting solutions, customer follow-ups).
Willingness and ability to step in as a support agent for the assigned LOB when an agent is out of the office.
Strong problem-solving and decision-making skills.
High level of organization and time management.
Ability to work independently in a remote environment.
Tech-savvy and quick to learn new tools and platforms.
Reliable internet connection and suitable home-office setup. 

Responsibilities:

Lead and support shared agents across multiple client programs.
Allocate time effectively across projects based on priorities and workload.
Monitor KPIs, SLAs, and service quality.
Provide coaching, feedback, and performance support to agents.
Handle escalations and assist with complex or sensitive cases.
Provide hands-on agent support for the LOB during agent OOO periods to ensure uninterrupted service
Support light sales activities when required.
Communicate regularly with internal stakeholders and clients.
Prepare short reports, updates, and performance insights.
Assist with onboarding and training of new agents when needed.
Proactively identify risks, gaps, and improvement opportunities.

Would be a plus:

Experience in an outsourcing/BPO environment.
Background in SaaS or e-commerce support.
Experience with Zendesk,Gorgias, Intercom, Freshdesk, or similar tools.
Experience with QA processes, KPI management, or process optimization.
Leadership or coaching certifications.

Work conditions:

Remote work.
The probation period is two months.
Schedule: Monday—Friday, 19:00 — 4:00 Kyiv time (12:00 PM — 9:00 PM EST US hours)
Shared team model across multiple client accounts.
Long-term cooperation opportunity.
Competitive compensation based on experience.
Clear growth path within the WOW24-7 leadership structure.