Overall Job Purpose
To lead and empower the English Support team in delivering outstanding customer experiences through proactive action, communication, and continuous improvement.
 The Team Leader ensures daily operations run smoothly across all channels, reacts fast to change, drives performance through coaching and data, and takes full ownership of results — always with the customer and the team’s growth in focus.

Specific Accountabilities

Accountability A: Drive Operations and Performance 40%

• Maintain a helicopter view of all queues and channels — act immediately when volumes rise or service levels drop.
• Move resources dynamically where needed, even several times per hour if required.
• Communicate proactively when issues arise (e.g., backlog, system delays, performance dips), propose concrete actions, and involve others early when unsure how to proceed.
• Understand key metrics (NPS, SLA, CSAT, FRT, QA, etc.) — or show eagerness to learn — and use them to steer the team effectively.
• Set clear, ambitious but achievable goals and follow up consistently.
• Always aim to improve — for customers, for the team, and for yourself.

Accountability B: Coaching, Mentoring, and Team Development - 25%

• Coach and motivate each supporter to reach their full potential through regular 1:1s, data-driven feedback, and tone/QA calibration.
• Understand what motivates each team member and use that insight to build engagement and accountability.
• Lead by example in adaptability, ownership, and communication.
• Support new hires from onboarding through full production — the TL team jointly “owns” every newcomer.
• Foster a supportive, respectful, and collaborative environment that celebrates wins and learns from challenges.

Accountability C: Communication and Issue Escalation (“Paint the Elephant”) - 15%

• Maintain transparent communication upward and sideways — never hide blockers, weaknesses, or risks.
• Raise operational issues, backlog alerts, or quality concerns early, with clear context and proposed next steps.
• Document and share insights that help other teams understand the situation and act fast.
• Reach out one time too often rather than one time too few.

Accountability D: Reporting, Data, and Continuous Improvement - 15%

• Monitor and analyze performance data to spot trends, improvement areas, and training needs.
• Translate insights into concrete actions — not just observations.
• Collaborate with Quality, Training, and Operations teams to align goals and share learnings.
• Support scheduling, leave approval, and productivity planning in close cooperation with peers and management.
• Contribute to building a data-driven support culture where decisions are based on facts and learning.

Accountability E: Collaboration and Change Leadership - 5%

• Embrace change and help others adapt — things will move fast, and flexibility is key.
• Represent English Support in internal meetings, share team perspectives, and cascade updates effectively.
• Participate in hiring, calibration, and cross-departmental initiatives that improve Customer Service as a whole.
• Drive local engagement and promote the company’s values in everything you do.

4. Knowledge and Skills
a) Required Knowledge, Skills, and Competencies

• Strong sense of ownership and accountability — you treat the operation as if it were your own.
• Excellent communication skills (written and verbal) across multiple stakeholders and levels.
• Ability to read, interpret, and act on performance data.
• Coaching mindset — passionate about people development, tone, and quality.
• Proactive and solutions-oriented — able to identify and act on issues before they escalate.
• Adaptability in a fast-moving environment.
• Deep understanding (or curiosity to learn) of KPIs and their connection to customer experience.
• Strong interpersonal skills to motivate and influence others.

b) Application of Skills

• Daily monitoring of queues, inboxes, and overall team flow to prevent service level drops.
• Decision-making based on live data and communication with management when priorities need to shift.
• Coaching conversations, performance reviews, and constructive feedback loops.
• Escalating blockers, bugs, or process gaps early with proposed action plans.
• Presenting insights and reports clearly for management and stakeholders.
• Mentoring and onboarding new team members effectively.

Tone and Culture Fit
You thrive in a fast-moving, constantly evolving environment. You communicate openly, own your outcomes, and never hesitate to take initiative. You balance empathy for customers and the team with a performance-driven mindset — and you find joy in turning data, tone, and teamwork into measurable success.