Job description
亮点 / Highlights: Competitive salary and shift-based incentives Training and development opportunities for career growth Dynamic and inclusive work environment Opportunity to transition into a Supervisor role as the company scales
岗位职责 / Duties: We are seeking a Customer Service Team Leader to guide and support a team of Customer Service Agents in delivering exceptional service to our customers, restaurant partners, and delivery couriers. As a Team Leader, you will be responsible for real-time operations, ensuring service levels are met, and providing coaching and support to agents during their shifts. This role is hands-on, operational, and vital to keeping our customer experience smooth and consistent.
Key Responsibilities
Supervise a team of agents during assigned shifts, ensuring high-quality service delivery. Monitor real-time queues, workloads, and performance to maintain SLA targets (response time, resolution time, CSAT). Act as the first point of escalation for customer, courier, or restaurant issues before involving the Supervisor. Conduct daily briefings, huddles, and debriefings with the team. Provide on-the-spot coaching, feedback, and support to agents. Ensure adherence to company policies, processes, and scripts. Track and report team shift performance to the Supervisor. Coordinate shift schedules, breaks, and attendance. Support onboarding of new agents and assist in training refreshers. Promote a positive and collaborative team culture during shifts. Identify recurring issues and share insights with the Supervisor for process improvements.