Customer Success Team Lead (Remote)
TalentPop AppIslamabad, Islamabad Capital Territory, Pakistan1 day ago
Job descriptionBPO Veteran : 3-5 years of hands‑on experience in a high‑volume BPO environment, supporting external clients. Leader : 1-2 years of proven experience in a senior customer service, team lead, or supervisory role. Virtual Assistant experience with team‑management responsibilities is highly valued. Problem Solver : Exceptional ability to manage operational challenges, adapt to changing priorities, and solve complex customer and team issues on the fly. Organizer : Meticulous organizational skills, proactive detail orientation, and unwavering commitment to quality output. Tech Stack Expert : Full proficiency with modern support platforms (Zendesk, Gorgias, Kustomer, Intercom, etc.). E‑commerce platform experience (Shopify, Magento) is a strong plus. A dedicated, quiet workspace. Internet : Stable, wired primary connection (20 Mbps+ minimum) and a proven, functional backup internet solution. Hardware : Modern computer capable of multi‑tasking (i5 / Ryzen 5 equivalent or higher, 8 GB RAM minimum). Power reliability : Mandatory backup power plan (UPS, generator, or alternative working location) to ensure 100% schedule adherence. Competitive salary with annual performance‑based increases. Comprehensive health and dental insurance or a monthly health stipend. Generous Paid Time Off (PTO) package. Holiday bonuses and performance incentives. Permanent work‑from‑home flexibility. Clear pathways for career progression within our rapidly expanding organization. Seniority level : Entry level Employment type : Full‑time Job function : Other Industries : IT Services and IT Consulting Location : Remote
Ready to Elevate E-commerce Support?
At TalentPop , we do not just answer tickets; we build competitive advantages for the world's fastest-growing E-commerce brands. We are looking for a Customer Success Team Lead —a highly experienced operational veteran and natural coach—to take ownership of a dedicated client support team and transform daily service into a revenue driver.
This is more than a supervisory role; you are the Chief Operator for your client's success, directly ensuring our agents deliver world-class service and meet all key performance indicators (KPIs). If you thrive in the fast-paced BPO environment, excel at operational troubleshooting, and are driven by developing others, this is your next career step.
What You'll Be Leading : Impact and Responsibilities
- Operational Command : Maintain real-time oversight of all support channels (chat, email, voice), proactively managing queues, balancing workloads, and mitigating service risks to ensure SLAs are consistently met.
- Expert Resolution and Escalation : Serve as the final point of contact for complex, high‑stakes customer issues and priority escalations, resolving them with professionalism and speed.
- Performance Coaching : Mentor agents through challenging scenarios, conduct case reviews, and provide targeted, continuous feedback to elevate team quality scores and efficiency.
- Process Optimization : Identify recurring bottlenecks and inefficiencies in workflows and SOPs. Develop and implement proactive solutions that streamline operations.
- Knowledge Management : Take full ownership of all team resources, training materials, and support macros, ensuring they are accurate, up-to-date, and compliant with client requirements.
Who You Are : Qualifications for Success
Ready for Remote Success : The Tech Requirements
Our Investment in You : Perks and Benefits
If you are ready to be the operational backbone of a high‑performing remote team and drive measurable customer success for exciting E‑commerce brands, apply now!
Job Details
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Team Lead • Islamabad, Islamabad Capital Territory, Pakistan
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