Customer Support Senior Team Leader

We are looking for a dynamic and experienced Customer Support Senior Team Leader to join our growing team. This role involves working in the on-demand services sector (taxi / delivery). You will be responsible for leading a team of customer support specialists and ensuring the delivery of top-tier service in a fast-paced, operationally intensive environment.

Key Responsibilities:

• Lead, mentor, and motivate a team of support specialists to achieve performance targets;
• Act as a key escalation point for resolving complex customer and partner inquiries within the on-demand services sector (taxi / delivery), ensuring timely and effective resolution;
• Monitor and analyze key performance indicators (KPIs), including Customer Satisfaction (CSAT), First Response Time (FRT), Average Handling Time (AHT), and SLA compliance;
• Identify opportunities to optimize processes in order to streamline workflows and improve the customer experience;
• Collaborate with QA and Training teams to enhance customer service strategies;
• Work closely with senior management, clients, and cross-functional teams to align support initiatives with business objectives;
• Prepare detailed reports on team performance, challenges, and strategic recommendations.
  

Qualifications & Skills:

• 5+ years in customer service, with at least 2+ years in a leadership role;
• Experience in the on-demand services sector (taxi / delivery) will be a strong advantage;
• Experience managing a large team (up to 50 employees) will be a significant advantage.

·        Strong understanding of customer support best practices and KPI management.

·        Proven ability to develop and mentor teams while fostering a high-performance culture.

·        Excellent verbal and written communication skills, with the ability to effectively manage escalations and drive resolution.

·        Ability to make data-driven decisions in a fast-paced, dynamic environment.

Why should you join our team?

• Global Impact: Work on a project for one of the fastest-growing tech unicorns in the world.
• Competitive Package: A salary and benefits structure that reflects your seniority and expertise.
• Career Velocity: Clear pathways for advancement into Operational Management within a rapidly scaling BPO.
• Development: Access to specialized training programs designed to sharpen your leadership and tech skills.

If you are a motivated leader with experience in the on-demand services sector, we would be happy to receive your application.