About The Role The organisation is growing incredibly fast in order to support our communities and we now have thousands of people engaged in providing world-class support. We need to make sure that we provide best-in-class support to our customers. To support that vision, we are looking for an all-star Team Leader to help us run the operations, and help to provide a better quality of customer support to our community. He / She will manage a team of Specialists and help drive/organize projects to improve customer satisfaction. The Team Leader is methodical, but creative thinker and has a love for continuous improvement initiatives that require a person to lead, innovate, influence, and think both strategically and tactically. The Team Leader must thrive in the type of environment that is fast-paced, constantly changing and growing. What The Candidate Will Need / Bonus Points People Management Process Management Analytics Stakeholder Management Customer Support Project Management Basic Qualifications 1 Minimum Years of Experience with People Management Preferred Qualifications Lead and develop a team of 12-20 Community Operations Specialists (COS), responsible for their overall performance Carry out supervisory responsibilities in a 24/7 operations set-up helping COSs meet their targets; Focus on management of SLA metrics, Quality and Customer experience Work with cross functional teams (Quality, Training), developing and implementing QA/ Training programs to improve the quality and productivity of the team Dive deep into the numbers and make data-driven process improvements; Work closely with Analytics team in unearthing trends Be the source of knowledge to train, educate, and answer questions from COSs or other stakeholders Independently execute ad-hoc projects or run experiments, ensuring complete adherence from the team and share clear, actionable insights back with the stakeholders Analyze the performance of your teams, identify trends and provide constructive feedback to individuals on a consistent basis