Night Time Team Lead - Customer Service

About the role

Helpware is looking for a Night Time Team Lead in Lima, Peru, to lead a customer service team that handles player interactions through email and live chat. The team resolves billing questions, account inquiries, disputes and general questions about sweepscoins, meeting quality, productivity and customer experience standards. The role is on-site during night shifts (6 PM to 3 AM local time) and includes weekends.

Key responsibilities

• Lead, support and motivate a team of Customer Service Representatives
• Monitor team performance against quality, productivity, attendance and customer experience goals
• Provide real-time support and guidance for complex interactions and escalations, and handle escalated billing, payment and dispute issues
• Review customer interactions to coach on communication, problem-solving and de-escalation, and ensure compliance with processes
• Conduct one-on-ones, coaching sessions and performance follow-ups, giving feedback and action plans
• Support onboarding, training and workflow improvements, and share customer issue trends with Operations and internal teams
• Maintain team engagement, ensure schedule coverage including weekends, and act as first point of escalation

Required profile

• Advanced English with excellent written and verbal communication
• At least 2-3 years of customer service experience
• At least 1 year in a Team Lead, Supervisor or similar leadership role
• Experience with email and/or live chat support is highly preferred
• Availability for night shifts and weekends

Required skills

• Understanding of customer service KPIs such as CSAT, QA, productivity, response time and attendance
• Coaching, people management and performance management
• Problem-solving, critical thinking and analytical skills
• Strong organization, attention to detail and ability to multitask across systems