Job Title: Customer Service Team Lead
Location: Remote — Latin America
Compensation: USD 1,250–1,500 per month
Schedule: Monday–Friday, 8 AM–5 PM US Eastern
Work type: Full-time
Independent contractor position
About Sagan
Sagan connects international professionals with remote opportunities at U.S. businesses.
About the Role
Sagan recruits for this role on an ongoing basis. Applications support current and upcoming hiring needs; interview timing depends on available openings.
Lead customer service associates against team KPIs and scorecards. Handle escalated client issues, run quality reviews and coach agents through regular one-to-one conversations.
Key Responsibilities
• Supervise customer service associates and monitor KPIs and scorecards.
• Handle Tier 2/3 client escalations.
• Run quality reviews and one-to-one coaching.
• Use Excel and Microsoft Office to report on team performance.
Qualifications
• 2+ years in resume-listed customer service supervisor, team lead or manager roles with direct reports.
• Resume documents managing agent KPIs or scorecards, QA reviews or coaching 1-on-1s.
• Microsoft Excel and Microsoft Office skills.
• A clear, practical approach to resolving agent underperformance.
Additional Experience
• Handling Tier 2/3 client escalations
• Microsoft Office and Excel for reporting on team metrics
• Strong spoken and written English with US clients and account managers
Resume Submission Guidelines
Paste your full resume in English in the required resume-text field. An English text-based PDF upload is optional.
How to Apply
Apply here: https://saganrecruitment.com/a/wr261113654