Team Captain
Core
Manage a team of customer support agents, ensuring performance quality, operational logistics, and client satisfaction for SaaS products.
Role type
Team Lead / Supervisor (Customer Support)
Builds
Customer support operations and client success processes for SaaS products
Domain
eCommerce / Customer Support / SaaS
Required skills
People management, performance coaching, KPI monitoring, conflict resolution, scheduling, CRM/ticketing systems, content moderation basics, SaaS troubleshooting
Preferred skills
Data Science and Machine Learning interest, workforce management tools, cloud applications
Responsibilities
Coach team members on growth and development, monitor attendance and escalate disciplinary issues, assess performance and provide feedback, ensure team meets KPI targets, manage team logistics and equipment, coordinate with People and Service Delivery managers, handle complex client complaints and continuous improvement initiatives.
Seniority
Mid-level, hands-on IC
