Team Lead - Customer Service

About the role

Helpware is looking for a Team Lead in Lima to guide and support a team of Customer Service Representatives who handle customer interactions by email and live chat. The team resolves billing questions, account inquiries, disputes and general questions about sweepscoins, meeting quality, productivity and customer experience expectations. The Team Lead is the first point of escalation for the team.

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
• Review customer interactions to coach team members and ensure compliance with processes and policies
• Coach on communication, problem-solving, de-escalation and customer experience
• Handle escalated billing inquiries, payment issues, disputes and account concerns
• Ensure accurate documentation and adherence to established processes
• Identify recurring customer issues and share trends with Operations and internal teams
• Run regular one-on-ones, coaching sessions and performance follow-ups, giving feedback and action plans
• Support new-hire onboarding, nesting and training, and work with Operations, Quality and Training to improve processes
• Maintain team engagement, ensure coverage and adhere to assigned schedules, including weekends

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 supporting customers by email and/or live chat is highly preferred
• Reliable internet connection and a distraction-free workspace; availability for assigned schedules including weekends

Required skills

• Understanding of customer service KPIs such as CSAT, QA/quality, productivity, response time and attendance
• Problem-solving, critical thinking and coaching abilities
• Ability to give constructive feedback and manage performance
• Organizational skills, attention to detail and ability to handle escalations calmly
• Comfortable multitasking across systems and analysing performance data