Remote Customer Support Team Leader

Job description:

Sweet Epic Travels is seeking a dependable, people-focused Remote Customer Support Team Leader to guide our virtual support team and ensure every client receives timely, professional, and compassionate service. This role is ideal for an organized leader who communicates clearly, solves problems calmly, and enjoys helping others perform at their highest level.

The Team Leader will oversee daily support operations, assign and monitor client inquiries, coach team members, review service quality, resolve escalated concerns, and help maintain a consistent luxury-level customer experience. You will serve as a trusted resource for the team while promoting accountability, collaboration, and continuous improvement.

Key Responsibilities:

• Lead, motivate, and support a remote customer service team
• Monitor response times, productivity, attendance, and service quality
• Train and coach new and existing team members
• Resolve escalated client concerns with professionalism and empathy
• Review conversations and provide constructive performance feedback
• Maintain accurate records, reports, and follow-up documentation
• Improve support procedures, templates, and team workflows
• Communicate important updates, expectations, and priorities
• Collaborate with management to strengthen the overall client experience
• Protect confidential client and company information

The ideal candidate has previous customer support or leadership experience, excellent written and verbal communication skills, strong judgment, and the ability to remain composed in challenging situations. Candidates should be comfortable managing multiple priorities, using online communication platforms, and working independently in a remote environment.

Sweet Epic Travels provides training, mentorship, professional development, and an opportunity to grow with a relationship-driven company committed to excellence.

Help us lead with care, serve with purpose, and create experiences clients will always remember.