Job Description

Job Description

Job Description

Description:

About Peak Support  

Peak Support is a people-first, quality-focused BPO that partners with innovative brands to deliver exceptional customer experiences. We believe great customer support builds loyalty, strengthens brands, and creates lasting customer relationships. 

We're seeking an experienced and people-focused Team Leader to lead a team of Tier 1 Trailguides supporting an iconic American automotive brand reinventing the customer journey through innovation, transparency, and authentic customer relationships. 

As a Team Leader, you will inspire performance, develop talent, and foster a culture of accountability while ensuring every customer interaction reflects the Scout Motors brand promise. 

Position Summary  

The Team Leader is responsible for the day-to-day leadership, coaching, and performance management of a team of Tier 1 Trailguides providing omnichannel customer support across phone, chat, email, social media, and in-app messaging. 

This role is accountable for driving operational excellence by achieving key performance metrics, improving customer satisfaction, developing team members, and ensuring consistent delivery of high-quality customer experiences. The ideal candidate is an engaging people leader who balances empathy with accountability and thrives in a fast-paced, customer-first environment. 

Key Responsibilities  

Team Leadership & Performance Management  

• Lead, motivate, and develop a team of Tier 1 Trailguides through regular coaching, feedback, and performance conversations. 
• Conduct one-on-one coaching sessions, team huddles, and performance reviews. 
• Monitor individual and team performance against KPIs, quality standards, and service level objectives. 
• Create action plans to improve performance and recognize outstanding achievements. 
• Foster an inclusive, collaborative, and high-performing team culture. 

Customer Experience Excellence  

• Ensure exceptional customer experiences across phone, chat, email, social media, and in-app messaging. 
• Promote customer-first behaviors that align with the automotive brand values of transparency, authenticity, and ownership. 
• Support agents in resolving escalated customer concerns with professionalism and empathy. 
• Review customer interactions to identify coaching opportunities and improve service quality. 
• Drive continuous improvement initiatives focused on reducing customer effort and increasing customer satisfaction. 

Operational Management  

• Ensure daily staffing readiness and adherence to schedules. 
• Monitor real-time operational performance including service levels, productivity, occupancy, and queue health. 
• Partner with Workforce Management to address staffing challenges and schedule adherence. 
• Assist in managing workflow distribution during periods of high demand. 
• Ensure accurate documentation of customer interactions and escalation cases. 

Coaching & Quality  

• Deliver ongoing coaching based on quality evaluations, customer feedback, and operational metrics. 
• Partner with Quality Assurance and Training teams to improve agent performance. 
• Conduct calibration sessions to ensure consistency in coaching and quality expectations. 
• Identify skill gaps and recommend targeted development plans. 
• Reinforce process compliance, knowledge utilization, and best practices. 

Escalation Management  

• Handle customer escalations requiring leadership intervention. 
• Make sound decisions on complex customer situations while balancing customer satisfaction and business objectives. 
• Collaborate with internal departments to resolve sensitive or high-impact cases. 
• Ensure timely follow-up and resolution of escalated concerns. 

Collaboration & Continuous Improvement  

• Partner with Workforce Management, Training, Quality Assurance, Operations, and Client stakeholders. 
• Identify trends impacting customer experience or operational performance. 
• Recommend process improvements based on customer feedback and team observations. 
• Support implementation of new tools, processes, products, and operational initiatives. 
• Participate in leadership meetings, calibration sessions, and strategic planning activities. 

Qualifications 

Required  

• 2+ years of leadership experience in a contact center, customer service, hospitality, retail, automotive, technology, or related customer-facing environment. 
• Previous experience leading customer support teams across multiple communication channels. 
• Demonstrated experience coaching employees to achieve performance goals. 
• Strong understanding of contact center metrics including: 

• CSAT 

• Quality Assurance (QA) 

• Service Level 

• Average Handle Time (AHT) 

• First Contact Resolution (FCR) 

• Schedule Adherence 

• Productivity 

• Excellent verbal and written communication skills. 
• Strong conflict resolution and coaching skills. 
• Exceptional organizational and time management abilities. 
• Strong analytical and problem-solving capabilities. 
• Ability to multitask and prioritize in a fast-paced environment. 
• Proficiency with CRM platforms, workforce management systems, and Microsoft Office or Google Workspace. 
• High school diploma or equivalent. 

Preferred  

• Automotive, mobility, roadside assistance, retail, travel, SaaS, or technology support experience. 
• Experience using Salesforce, Zendesk, Intercom, or similar CRM platforms. 
• Experience leading remote or work-from-home teams. 
• Workforce Management or real-time operations exposure. 
• Experience supporting omnichannel customer service operations. 
• Bachelor's degree or equivalent combination of education and experience. 

Leadership Competencies  

Successful Team Leaders demonstrate: 

• People Development – Coaches, mentors, and develops team members to reach their full potential. 
• Ownership – Takes accountability for team performance and customer outcomes. 
• Customer Obsession – Champions exceptional customer experiences in every interaction. 
• Communication – Delivers clear, transparent, and effective communication. 
• Decision Making – Uses sound judgment to resolve operational and customer challenges. 
• Adaptability – Leads confidently through change and evolving business needs. 
• Collaboration – Builds strong partnerships across Operations, QA, WFM, Training, and Client teams. 
• Analytical Thinking – Uses data and insights to drive performance improvements. 
• Resilience – Maintains composure and inspires confidence during periods of change and high volume. 

Work Environment  

• Full-time position 
• Remote / Work-from-Home within the United States 
• Ability to work assigned schedules, including evenings, weekends, and holidays as business needs require 
• Dedicated home workspace with reliable high-speed internet connectivity 
• Ability to successfully complete all client-required leadership training, certifications, and quality standards 

Requirements:

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