Customer Service Team Leader | Permanent - Part Time

Newstel

14d•Remote

About The Position

As a Customer Experience Team Lead at Newstel, supporting Humantra, you will lead and develop a team of Customer Experience Specialists to deliver an exceptional support experience that reflects Humantra's brand values and customer-first approach. You will be responsible for driving team performance, maintaining high quality standards, coaching and developing your team, and ensuring operational excellence across all customer interactions. Working closely with both Newstel and Humantra stakeholders, you will play a key role in developing a high-performing, collaborative team that consistently delivers outstanding service and contributes to Humantra's continued growth.

Requirements

Previous experience in customer support, customer success or a similar customer-facing role.
Experience leading, mentoring or coaching team members.
A proven track record of working in a high-volume customer support environment.
Strong understanding of customer satisfaction metrics and operational KPIs.
Excellent organisational and time management skills.
Flexibility to work weekends and public holidays as part of a rotating schedule.

Nice To Haves

Experience with subscription-based products and customer retention strategies is desirable.
Experience using customer support platforms (such as Gorgias, Zendesk, Shopify or similar) is advantageous.

Responsibilities

Leading and supporting a team of Customer Experience Specialists to deliver exceptional customer service.
Overseeing the inbox to ensure high productivity, SLA adherence, and efficient workload management.
Ensuring the team are working in the correct inbox views and prioritising work effectively.
Monitoring daily operational plans and ensuring ad-hoc tasks are completed as required.
Providing real-time support through internal communication channels, escalating issues where appropriate.
Driving customer satisfaction by meeting and exceeding CSAT, response time, ticket handling and resolution targets.
Coaching your team on customer retention techniques, subscription management and delivering value-driven conversations.
Conducting regular 1-2-1s, performance reviews and coaching sessions to develop team capability.
Completing quality assurance reviews, providing actionable feedback and participating in calibration sessions to maintain consistency.
Producing weekly performance reports and using data to identify opportunities for improvement.
Monitoring customer trends, recurring issues and operational risks, escalating findings and recommending process improvements.
Acting as the first point of contact for day-to-day operational issues and helping the team overcome blockers.
Supporting onboarding and training of new team members where required.