Team Leader – Customer Support & Operations

About the role

This remote‑first position is for an experienced leader who will oversee the daily operations of a frontline customer support team in Switzerland. You will be responsible for delivering exceptional service, driving operational efficiency, and fostering a culture of continuous improvement across a fast‑paced, international environment.

Key responsibilities

• Lead day‑to‑day operations of the support team during assigned shifts, ensuring smooth workflow and consistent service delivery.
• Monitor performance metrics such as response times, customer satisfaction, and quality scores, taking proactive action to close gaps.
• Act as the primary escalation point for complex inquiries and operational challenges, resolving issues efficiently.
• Coach, mentor and develop team members to improve product knowledge, problem‑solving abilities and operational independence.
• Ensure adherence to standard operating procedures, quality standards and internal workflows while identifying process‑optimization opportunities.
• Analyse operational trends, prepare performance reports and provide actionable recommendations for continuous improvement.
• Collaborate with cross‑functional stakeholders to enhance the customer experience and support business growth.

Required profile

• 4+ years of experience in customer support, customer operations or a related field.
• At least 2 years in a leadership, supervisory or mentoring role, preferably managing remote teams.
• Strong leadership confidence to make informed decisions and resolve operational challenges independently.
• Excellent analytical abilities with experience using support metrics to drive performance.
• Outstanding written and verbal communication skills in English.
• Proven coaching and mentoring capabilities with a passion for developing high‑performing, self‑sufficient teams.

Required skills